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Manager Not Starting After Updating EEM Server

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Article ID: 186314

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

I am trying to update our EEM server using the document found here: https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/service-operations-insight/4-2/change-ca-eem-connection-information.html.  Only the EEM server is changing and the user and password are the same.  So I updated the EEM server name in the UI for both the Manager and UI.  After recycling all SOI services using the soitoolbox command I noticed that the jaas.config and eem.properties file did not get updated with the new server information but the application was online.  It appears that there is a second recycle needed after updating those files and running the registryloader.bat.  I tried that and recycled again but now I cannot get the manager to come online.  It is filled with log messages like this after trying to start:

2020-03-10 18:06:58,296 INFO  [ServletInit] ?.?(?)  - Manager initialization failed [count=13]. Will try again after 15 seconds.

 

Cause

The following error in catalyst.log shows the file CA\SOI\tomcat\registry\topology\logical\tenant0\usmschema\usm-core-200907.xsd got corrupted.

2020-03-10 17:46:22,709 INFO  [SOICAT] () impl.TypeManagerImpl.postConstruct(161)  - loading schema : registry:///topology/logical/tenant0/usmschema/usm-core-200907.xsd
2020-03-10 17:46:23,401 ERROR [SOICAT] () impl.TypeManagerImpl.postConstruct(219)  - Invalid byte 3 of 3-byte UTF-8 sequence.
2020-03-10 17:46:24,157 ERROR [SOICAT] () impl.TypeManagerImpl.postConstruct(236)  - org.xml.sax.SAXParseException; lineNumber: 4174; columnNumber: 231; Invalid byte 3 of 3-byte UTF-8 sequence.

Found the following weird character's "xE2 x80?" at line 4174 in the file mentioned above
 
Note: Customer has mentioned that they have done some modification in the file usm-core-200907.xsd
 
Note: We found a similar behavior after installing latest SOI Patch on SOI Manager


Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

The following file had weird character's at the end of line number 4174, column number 231. To resolve the issue

  • Stopped all SOI services
  • Edited \CA\SOI\tomcat\registry\topology\logical\tenant0\usmschema\usm-core-200907.xsd
  • Looked at line number 4174, compared it with same file from another SOI manager and found weird character's like "xE2 x80?"
  • Deleted the weird character's.
  • Ran registryloader.bat command on the SOI Manager (\SOI\tomcat\registry)
  • Started SOI services

Attachments