Troubleshooting the backup failure issues 500 Internal Server Error
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Troubleshooting the backup failure issues 500 Internal Server Error


Article ID: 228377


Updated On:


CA API Gateway API SECURITY CA API Gateway Enterprise Service Manager (Layer 7) CA Mobile API Gateway CA Rapid App Security STARTER PACK-7


The backup failure, no matter by browser or by script, could be due to different reasons, different components.

The ssg log may only shows error like,

com.l7tech.server.BackupServlet: 3609: Backup for node Gateway1 failed: cannot create backup image


It's not detail enough.

There are some KB articles,


But they're for specific component.


A common way to troubleshoot it is to test backing up different components one by one with verbose option,

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -ca

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -ma

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -ext

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -os

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -config

/opt/SecureSpan/Gateway/config/backup/ -image testbk -v -maindb


Until the failure is found, then fix the issue accordingly.



Release : 9.4

Component :


For example, 

/opt/SecureSpan/Gateway/config/backup/ -image test1 -v -maindb

Performing a selective backup

Backing up component version

Backing up component maindb

        Dumping database to /tmp/ssg_backup_restore4171931508764979965tmp/maindb ..Cleaning temporary files at /tmp/ssg_backup_restore4171931508764979965tmp

Exception in thread "main" java.lang.OutOfMemoryError: Java heap space


That indicates the gateway has no enough heap space to perform the backup -- from Dashboard, we found that the node was up 187 days. So restart ssg fixes the issue.


Another example in KB 94729,

/opt/SecureSpan/Gateway/config/backup/ -image <backupname> -v -ca

This will run the backup with a more verbose output in the console. Check for any line like:

Component 'ca' could not be backed up: Cannot back up custom assertions: /opt/SecureSpan/Gateway/runtime/modules/lib/OpenIDConnectAssertion-b753.jar (Permission denied)

That indicates a file permission issue, set the proper file permission will fix the issue.

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