Error 500 while accessing Clarity app URL post DB refresh

Products

• Clarity PPM On Premise

Issue/Introduction

Post Database (DB) refresh activity, you are getting an HTTP 500 error while launching the application URL. 

Excerpts from the application logs during the incident:

App-ca.logs:

ERROR 2021-03-30 11:43:50,984 [https-jsse-nio2-443-exec-129] feature.FeatureCache (clarity:unknown:none:union.internalServerError) Failed to build cache for features
com.niku.union.persistence.PersistenceException: Error getting a DB connection..

Caused by: java.sql.SQLException: Connection unavailable

App-system.logs:

2021/04/06 09:33:37.990 | Apr 06, 2021 9:33:37 AM org.apache.catalina.core.StandardHostValve custom
2021/04/06 09:33:37.990 | SEVERE: Exception Processing ErrorPage[errorCode=500, location=/app?action=union.internalServerError]
2021/04/06 09:33:37.990 | javax.servlet.ServletException: com.niku.union.config.ConfigurationException: The application failed to start because of a database configuration problem.  Please review the application log for specific error information.
2021/04/06 09:33:38.006 |  at com.niku.union.web.WebControlServlet.init(WebControlServlet.java:176)

NSA-ca.logs:

Caused by: java.sql.SQLException: [CA Clarity][Oracle JDBC Driver][Oracle]ORA-28000: the account is locked

Environment

Clarity Any

Cause

App service is not able to connect to the DB. DB user configured in CSA > Database is locked due to access control software.

Resolution

Unlock the DB user account. As a Clarity administrator, you can check the status of the DB from the CSA > Database section or connect from SQL client using the DB credentials entered in CSA.