SOI console freezes

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

SOI console. completely freezes and cannot be changed or closed when opened.

In soiui-debug.log file we are seeing the following error:

2021-01-28 16:51:01,505 DEBUG [http-bio-0.0.0.0-7403-exec-9] exceptionmapper.WebApplicationExceptionMapper.toResponse(28)  - javax.xml.bind.UnmarshalException: unexpected element (uri:"", local:"error"). Expected elements are <{}alertDefinition>,<{}userAttributes>

javax.ws.rs.WebApplicationException: javax.xml.bind.UnmarshalException: unexpected element (uri:"", local:"error"). Expected elements are <{}alertDefinition>,<{}userAttributes>

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

Please follow below steps to recycle SOI services.

1. Stop all SOI services
2. Clear below files

        \CA\SOI\tomcat\temp

        \CA\SOI\SamUI\temp

3. Start below services first

           SOI manager

          SOI MQ server

4. Verify triage test from SOI manager debug page
5. Once triage test pass or completed from Manager debug page . Please start all the other SOI services

Once all the services are up then please perform steps again to open SOI console.