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

Article Id: 144124
Status: Published
Updated On: 08-05-2020 15:35
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