File attachment issue: Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems.

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

"Error 500" occurred against two records in a custom "General Ledger Interface" screen after the Clarity PPM server was upgraded.

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Clarity PPM
Document Access Error
<!> Error
Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems. Contact your site administrator.
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• Transaction Write file  - trans_input.xml
• Transaction Response file - trans_output.xml

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Example of 2 files with issue:

These errors were seen in the app-ca.log.

 
ERROR 2020-01-14 20:46:25,962 [http-nio-14001-exec-3] pagebuilder.FilePageBuilder (clarity:<LOGGED IN USER EMAIL>:zzzzzzzzz:union.viewODFFile) File "7231455" not found in path "/fs0/clarity1/clarity/files/filestore/clarity/Files/231/007"
WARN  2020-01-14 20:46:25,963 [http-nio-14001-exec-3] pagebuilder.FilePageBuilder (clarity:<LOGGED IN USER EMAIL>:zzzzzzzzzzzzz:union.viewODFFile) Exception reading document
java.lang.Exception: Could not retrieve file from file store.
at com.niku.union.web.pagebuilder.FilePageBuilder.readBinaryFile(FilePageBuilder.java:302)

Additional troubleshooting notes:

1. Checked to see if the general "Search" works for retrieving documents
2. Confirmed that the File Store Repository has been moved correctly
3. Compared the File Store Repository between a working Production server and the Development server for any differences
4. Review the app-ca.logs for any issues found related to the path

Environment

Release: 15.7.1

Component : CA PPM SaaS

May also be valid for an On Premise site.

Resolution

If no issues are found based on troubleshooting notes above, or the errors in the logs match the one described in the description of the KB, run a reindex:

Commands to run:

• admin search recreate-index-data
• admin search recreate-index-files

Notes: 

• These steps may be run directly by an On Premise PPM customer.
• A SaaS Clarity PPM customer should contact Broadcom Support via a Support Case, and quote this Knowledge Article.
• While running these steps for this specific site, if a tomcat memory occurs:
  • Temporarily increase the Tomcat size
  • Run the commands
  • Reset the Tomcat size

Additional Information

See KB: 141061 for tips on how to optimize use of Self Service for Clarity PPM