Internal Server Error 500 with Visualizer


Article ID: 209086


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


 CMDB Visualizer, the screen displays the information "Downloading the content" and does not change.
 debug the page, errors appear Http failure response for http: /^^^^^^^^: 9080 / CMDBVisualizer / viz / access: 500 OK "," error ":" Internal Server Error !!! Please check with Administrator.

And in the Visualizer log, several errors are being highlighted, such as:

INFO  [c.b.v.c.db.DBConnectionPoolManager] - Default DB is: default
ERROR [c.b.v.core.db.DBConnectionPoolImpl] - Failed to create a connection.
java.sql.SQLException: Listener refused the connection with the following error:
ORA-12505, TNS:listener does not currently know of SID given in connect descriptor



Release : 17.3



 After research located a Defect pertaining to the error DE58775.  Provided workaround:

Please try the following changes in the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\application.conf file on the SDM server where Visualizer is deployed:

1. Locate the following line # dbPassword = "<override_dbUser_password>" Uncomment the line and enter the unencrypted password value for the MDBADMIN DB account. For example: dbPassword = Password1

2. Locate the following line # connectionURL = jdbc:sqlserver://localhost:1433;database=mdb Uncomment the line and provide the url with valid host, port and SID. For example connectionURL = jdbc:oracle:thin:@localhost:1521:mdb

3. Save changes to the file and restart the Visualizer Tomcat process and test if the Visualizer works pdm_tomcat_nxd -c stop -t VIZ pdm_tomcat_nxd -c start -t VIZ

Client streamlined the process:


        # Database connection URL
        # Example for MS SQL - jdbc:sqlserver://localhost:1433;database=mdb
        # Example for Oracle - jdbc:oracle:thin:@localhost:1521:mdb
        connectionURL = "jdbc:oracle:thin:@HOST_NAME:1521/SERVICE_NAME"
        # Database user name - Example sys/sa/mdbadmin with Admin privilege
        dbUser = "USER"
        # Encrypted DB password, comes from SDM NX variables
        dbPassword = "PASSWORD"