CMDB Visualizer Login Error

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When attempting to login to CMDB Visualizer, the following error is received:

Unable to login. Contact your administrator

The Visualizer Tomcat is running successfully, but in the PDM_TOMCAT_VIZ.log, the following error is seen:

WARNING: Unknown HK2 failure detected

Environment

Service Desk Manager 17.3 RU1 and higher

All Supported Windows Operating Systems

Resolution

Refer to KB article for steps to place CMDB Visualizer in debug mode:

How to increase the log level for CMDB Visualizer (17.2 RU9 and above, 17.3 RU1 and above)

Check the PDM_TOMCAT logs for messages similar to the following:

org.apache.catalina.core.StandardWrapperValve invoke
SEVERE: Allocate exception for servlet [CMDBVisualizerServlet]
java.util.MissingResourceException: Can't find bundle for base name messages, locale en_us
    at java.base/java.util.ResourceBundle.throwMissingResourceException(ResourceBundle.java:2055)
    at java.base/java.util.ResourceBundle.getBundleImpl(ResourceBundle.java:1689)
    at java.base/java.util.ResourceBundle.getBundleImpl(ResourceBundle.java:1593)
    at java.base/java.util.ResourceBundle.getBundleImpl(ResourceBundle.java:1556)
    at java.base/java.util.ResourceBundle.getBundle(ResourceBundle.java:932)
    at com.broadcom.visualizer.i18n.I18NMessage.<init>(I18NMessage.java:48)
    at com.broadcom.visualizer.i18n.I18NMessages.lambda$new$0(I18NMessages.java:80)
    at java.base/java.util.ArrayList.forEach(ArrayList.java:1540)
    at com.broadcom.visualizer.i18n.I18NMessages.<init>(I18NMessages.java:79)

org.glassfish.jersey.internal.Errors logErrors
WARNING: The following warnings have been detected: WARNING: HK2 failure has been detected in a code that does not run in an active Jersey Error scope.
WARNING: Unknown HK2 failure detected:
MultiException stack 1 of 2
net.sf.ehcache.CacheException: Another unnamed CacheManager already exists in the same VM. Please provide unique names for each CacheManager in the config or do one of following:

1. Use one of the CacheManager.create() static factory methods to reuse same CacheManager with same name or create one if necessary
2. Shutdown the earlier cacheManager before creating new one with same name.
The source of the existing CacheManager is: DefaultConfigurationSource [ ehcache.xml or ehcache-failsafe.xml ]
    at net.sf.ehcache.CacheManager.assertNoCacheManagerExistsWithSameName(CacheManager.java:631)
    at net.sf.ehcache.CacheManager.init(CacheManager.java:395)
    at net.sf.ehcache.CacheManager.<init>(CacheManager.java:374)

Perform the following steps:

1. Shut down the SDM service OR stop the SDM Tomcat VIZ instance

2. Rename all of the 'messages*.properties' file in NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes to be in lower case.

For example:

messages_de_de.properties

messages_es_es.properties

messages_fr_ca.properties

messages_fr_fr.properties

messages_it_it.properties

messages_ja_jp.properties

messages_pt_br.properties

3. Remove the file ehcache.xml.last from the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes directory

4. Restart the SDM service or the SDM Tomcat VIZ instance

5. Clear web browser cache and attempt to access the CMDB Visualizer UI