Troubleshooting errors in xFlow or Service Point URLs (There was a problem connecting to the server. Refresh the page and try again. Please contact the system administrator if the problem persists)

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Article ID: 130481

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Attempts to use xFlow Analyst UI or Service Point URL results in an error in the browser window:

"There was a problem connecting to the server. Refresh the page and try again. Please contact the system administrator if the problem persists"

Cause

1.  xFlow is not fully functional

An easier option would be to stop xFlow, ensure than none of the java.exe (or java on Linux) programs tied to xFlow\APPS\Services\***microservice** are running.

The below screenshot of Windows Task Manager with the 'Command Line' field added and expanded, shows 5 such microservices, each representing a specific item within xFlow.  Usually, all five (5) are needed for xFlow to function properly.

When the xFlow service is stopped, these processes should disappear.  Restarting xFlow should bring them all back. 

2.  xFlow's installation/configuration was not set properly

a) One of the key files that xFlow/Service Point uses for static content disposition/handling is, casm.conf.js.  The default location for this file is C:\Program Files\CA\xFlow\APPS\Services\incidentmicroservice-17.0.479\public\conf 

Note:  For 14.x /17.0, the file is in different location depending on the web server used - Apache Tomcat: C:\Program Files\CA\xFlow\APPS\UI\Apache24\htdocs\conf\casm.conf.js   IIS:  C:\Program Files\CA\xFlow\APPS\UI\IISWebsite\conf\casm.conf.js

b) Entries in this file look like below:

/*
Application level global parameters. Admin is allowed to update this file. For syntax reference refer casm.conf.do-notchange.js
NOTE: Don't keep any sensitive information.
*/

var casm_admin = {
config: {
api : {
server : 'http://SDMHostName:9002' + '/api'

},
search : {
server : 'http://SDMHostName:9006'
},
sdm : {
server : 'http://SDMHostName:8080/CAisd/pdmweb.exe' // - example:http://sdmurl:8080/CAisd/pdmweb.exe
},
websocket : {
server : 'ws://SDMHostName:9008'
},
collaboration:{
server:'ws://SDMHostName:9014'
},
insights : {
server : 'http://SDMHostName:9016'
},
locale:'en-US'
}
};

c)  Each of the URLs above should be accessible via the web browser for xFlow/Service Point to function properly.

d) One option to identify if these URLs are available or not, is to use a browser's Debug/Developer tools.  The below example shows this for Chrome browser, but similar steps are needed for Firefox and Internet Explorer:

1.  Clean up browser cache

2.  Attempt to use xFlow/Service Point login page and wait for the error to occur

3.  Within the same browser window, launch Chrome Developer Tools / Console by using the keyboard's F12 function key

4.  Select Network tab on the console

5.  Refresh the xFlow/Service Point login page again, this forces the browser to retry the connection again

6.  Either the Console tab or the Network tab with in the debug tools console should give an indication if any of the above URLs were available to the web browser or not

e) If those URLs are not available to the web browser, it causes the error "There was a problem connecting to the server. Refresh the page and try again. Please contact the system administrator if the problem persists".  The example below shows that the web browser was originally getting content, but then attempted to obtain content from another URL (it is one of the URLs listed in the casm.conf.js file. It is usually the server name listed in the "api" section of the file)

Environment

Service Desk Manager 17.1/17.2 release use IncidentMicroService to host static (as well as dynamic) content needed by a browser to display the xFlow Analyst UI / Service Point apps.
In older releases the same static content used to be hosted on Apache/IIS web servers, but 17.1/17.2 IncidentMicroService is used for this.

Resolution

1.  To fix the issue, fix the casm.conf.js (take a backup of the original file first) to have correct entries for all the server URLs listed.  Each of those URLs should be available to the web browser.

2.  Restart xFlow service and retest

Additional Information

If it is still not possible to access xFlow, please follow the steps below.

1. Stop xFlow / SDM Services

2. Fully clear the web browser cache

3. Go to the directory below and delete its contents:

C:\Windows\Temp\CasmPlayApi

4. Restart xFlow / SDM Services

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