Troubleshooting the backup failure issues 500 Internal Server Error
Article ID: 228377
Updated On:
Products
Issue/Introduction
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,
https://knowledge.broadcom.com/external/article?articleId=42822
https://knowledge.broadcom.com/external/article?articleId=42974
https://knowledge.broadcom.com/external/article?articleId=94729
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/ssgbackup.sh -image testbk -v -ca
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -ma
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -ext
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -os
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -config
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -maindb
etc.
Until the failure is found, then fix the issue accordingly.
Environment
Release : 9.4
Component :
Resolution
For example,
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -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/ssgbackup.sh -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.
Additional Information
https://techdocs.broadcom.com/us/en/ca-enterprise-software/layer7-api-management/api-gateway/10-0/administer-the-gateway/back-up-gateways.html
https://knowledge.broadcom.com/external/article?articleId=42822
https://knowledge.broadcom.com/external/article?articleId=42974
https://knowledge.broadcom.com/external/article?articleId=94729
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