File attachment issue: Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems.
book
Article ID: 144124
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Updated On:
Products
Clarity PPM SaaSClarity 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.
- - - 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. - - -
Transaction Write file - trans_input.xml
Transaction Response file - trans_output.xml
- - - 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:
Checked to see if the general "Search" works for retrieving documents
Confirmed that the File Store Repository has been moved correctly
Compared the File Store Repository between a working Production server and the Development server for any differences
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