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Workflows failing on touchpoints

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Article ID: 201408

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Updated On:

Products

CA Process Automation Base

Issue/Introduction

We have an issue in out production ITPAM where the workflows are failing to run on two touch points.  Server_A is priority one and Server_B is priority two.  The PAM agent service on Server_A will not stay started so it fails to Server_B, that is running, but it is having an issue as well, but that seems to be related to Server_B communicating to the ITPAM server.

It started to happen last night.

On one agent (Server_A) the agent stops and when we start it is stops again.  We see this error in the log file

2020-10-13 08:52:15,993 ERROR [com.optinuity.c2o.util.SimpleCastorXMLUtil] [A Agent Startup] Mapping File serviceOperationMappingFilenot Found. This may be available at GUI or Source.
2020-10-13 08:52:16,008 ERROR [com.optinuity.c2o.util.SimpleCastorXMLUtil] [A Agent Startup] SimpleCastorXMLUtil.getMapping: failed to find mapping serviceOperationMappingFile file: serviceOperationMappingFile
2020-10-13 08:54:55,988 ERROR [com.optinuity.c2o.installer.LaunchAgentJnlp] [erSimpleAppMain] LaunchAgentJnlp.main: agent startup failed: 
netx.jnlp.LaunchException: Fatal: Launch Error: Could not launch JNLP file.
    at netx.jnlp.Launcher.launchApplication(Launcher.java:313)
    at netx.jnlp.Launcher$TgThread.run(Launcher.java:466)
Caused by: java.lang.reflect.InvocationTargetException
    at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
    at java.lang.reflect.Method.invoke(Unknown Source)
    at netx.jnlp.Launcher.launchApplication(Launcher.java:305)
    ... 1 more

On Server_B it stays started but we see this error..  But the service does not stop.

2020-10-13 09:05:37,271 ERROR [com.optinuity.c2o.util.SimpleCastorXMLUtil] [A Agent Startup] Mapping File serviceOperationMappingFilenot Found. This may be available at GUI or Source.
2020-10-13 09:05:37,271 ERROR [com.optinuity.c2o.util.SimpleCastorXMLUtil] [A Agent Startup] SimpleCastorXMLUtil.getMapping: failed to find mapping serviceOperationMappingFile file: serviceOperationMappingFile
2020-10-13 09:05:42,482 WARN  [com.optinuity.c2o.util.SSLCertificateUtilities] [A Agent Startup] Setup to accept all SSL Certificates
2020-10-13 09:05:42,528 ERROR [com.optinuity.c2o.util.SimpleCastorXMLUtil] [        Timer-3] Content is not allowed in prolog.
org.exolab.castor.xml.MarshalException: Content is not allowed in prolog.{File: [not available]; line: 1; column: 1}
    at org.exolab.castor.xml.Unmarshaller.convertSAXExceptionToMarshalException(Unmarshaller.java:755)

When a workflow runs on Server_B it gets this error, where 7583 is the ITPAM main server

2020-10-13 08:42:27,271 WARN  [com.optinuity.c2o.transport.Client] [     Thread-104] IO Error or connection aborted while executing request or processing HTTP response.
org.apache.http.conn.HttpHostConnectException: Connection to http://Orchestrator_Server:80 refused
    at org.apache.http.impl.conn.DefaultClientConnectionOperator.openConnection(DefaultClientConnectionOperator.java:190)
    at org.apache.http.impl.conn.AbstractPoolEntry.open(AbstractPoolEntry.java:151)
    at org.apache.http.impl.conn.AbstractPooledConnAdapter.open(AbstractPooledConnAdapter.java:125)
    at org.apache.http.impl.client.DefaultRequestDirector.tryConnect(DefaultRequestDirector.java:645)
    at org.apache.http.impl.client.DefaultRequestDirector.execute(DefaultRequestDirector.java:480)

Environment

Release : 4.3

Component : Process Automation

Resolution

We have fixed the issue. Looks like the agent on Server_A was corrupted. After reinstalling it still did not work because we were not able to add it back into the console. Once we figured that out it got further, but we had an issue with the agent using local system account. Once we change that to use a domain service account it started to work.