XCOM Gateway - XCOM22006E Error occurred while retrieving onward records. Please contact your administrator

Products

• XCOM - SUPPORT
• XCOM Data Transport
• XCOM Data Transport - Windows
• XCOM Data Transport - Linux PC

Issue/Introduction

CA XCOM Gateway fails to retrieve onward delivery transfer status and Observe the error "XCOM22006E Error occurred while retrieving onward records. Please contact your administrator" when clicked on the Transfer Diagnostics tab.

Environment

Release: 12.0

Component: CA XCOM DATA TRANSPORT GATEWAY FOR WINDOWS

MySQL Server: 8.0.18 MySQL Community Server

Operating System: Windows Server 2016 + Spanish Locale 

Cause

On the Windows Server 2016 operating system, though the operating system and display language are English, LOCALE is set to Spanish. 

To check the Locale of system, use the below commands: 

• Get-WinSystemLocale
• systeminfo | findstr "Locale"

Due to the non-English locale, CA XCOM Gateway fails to read the date formats correctly.

Resolution

Observations from Issue documentation: 

In GatewayControlServer.log file, below exceptions observed; 

java.text.ParseException: Unparseable date: "Tue May 12 12:00:00 ART 2020"

Locale details of the Environment are as below: 

Get-WinSystemLocale
LCID            Name            DisplayName
----                ----                 -----------
11274           es-AR            Spanish(Argentina)


systeminfo | findstr"Locale"
System Locale:            es-ar;Spanish (Argentina)
Input Locale:             es-mx;Spanish (Mexico)


Resolution:

Due to the non-English locale, CA XCOM Gateway fails to read the date formats correctly.

To circumvent this problem, set the Locale to English for the XCOM Gateway application. To do this, follow the below steps: 

• Modify the JAVA_OPTS parameters in StartGatewayServer.bat file (Available at C:\Program Files\CA\XCOMWebv12) to append locale parameters "-Duser.language=en -Duser.region=US". After the change, JAVA_OPTS should look like below: 

SET JAVA_OPTS=-server -Xms1024m -Xmx1024m -XX:MaxMetaspaceSize=256m -Djavax.net.ssl.trustStore=C:\Program Files\CA\XCOMWebv12\data\keystore\XCGW_Tomcat.keystore -Duser.language=en -Duser.region=US 

• Stop the Gateway (Service/Batch file)
• Open Command prompt with "Run as Administrator" 
• cd "C:\Program Files\CA\XCOMWebv12\apache-tomcat-8.0.24"
• Remove the XCOM Gateway service using command "service remove xcomgcs" -> This only removes Gateway service. Doesn't uninstall Gateway. 
• Modify the "C:\Program Files\CA\XCOMWebv12\apache-tomcat-8.0.24\bin\service.bat" file as shown below to add Locale parameters. Change is highlighted and you can find these lines at the end of the file. 
  • "%EXECUTABLE%" //US//%SERVICE_NAME% ++JvmOptions "-Xms1024m;-Xmx1024m;-XX:MaxMetaspaceSize=256m;-Djava.io.tmpdir=%CATALINA_BASE%\temp;-Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager;-Djava.util.logging.config.file=%CATALINA_BASE%\conf\logging.properties;-Duser.language=en;-Duser.region=US"
    echo The service '%SERVICE_NAME%' has been installed.
• Re-install Gateway service using command "service install xcomgcs"