After customer is login into WebView Enterprise Manger is crashing

Products

• CA Application Performance Management (APM / Wily / Introscope)

Issue/Introduction

Having an issue where CA Introscope services are up and running and unable to login to WebView also but after 5-10 min the MoM services are down unexpectedly.

In the logs we see the below errors
  
7/23/25 09:26:05 AM EDT [ERROR] [WebView] Exception waiting for Model handleRequest
java.lang.InterruptedException
    at java.base/java.util.concurrent.locks.AbstractQueuedSynchronizer.doAcquireSharedInterruptibly(Unknown Source)
    at java.base/java.util.concurrent.locks.AbstractQueuedSynchronizer.acquireSharedInterruptibly(Unknown Source)
    at java.base/java.util.concurrent.CountDownLatch.await(Unknown Source)
7/23/25 09:25:50.899 AM EDT [ERROR] [AWT-EventQueue-0] [Manager] Uncaught Exception in Enterprise Manager: In thread 'AWT-EventQueue-0' and the message is: java.lang.InternalError: java.lang.reflect.InvocationTargetException
java.lang.InternalError: java.lang.reflect.InvocationTargetException
    at java.desktop/sun.font.FontManagerFactory$1.run(Unknown Source)
    at java.base/java.security.AccessController.doPrivileged(Native Method)
    at java.desktop/sun.font.FontManagerFactory.getInstance(Unknown Source)
    at java.desktop/java.awt.Font.getFont2D(Unknown Source)
...
    at java.desktop/java.awt.EventDispatchThread.run(Unknown Source)
Caused by: java.lang.reflect.InvocationTargetException
    at java.base/jdk.internal.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
    at java.base/jdk.internal.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
    at java.base/jdk.internal.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
    at java.base/java.lang.reflect.Constructor.newInstance(Unknown Source)
    ... 38 more
Caused by: java.lang.NullPointerException
    at java.desktop/sun.awt.FontConfiguration.getVersion(Unknown Source)

Environment

Release:  APM 10.8

 

Resolution

1. Uninstall existing EM
2. Run the command to verify libfreetype6 package is installed or not. Please run "zypper info libfreetype6".
3. if not installed, use this command to install it. zypper install libfreetype6 fontconfig dejavu-fonts
4. Install EM
5. Attempt to log in to WebView and verify if the issue persists.

Additional Information

Here is the doc, which has clear instructions on uninstall APM.

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/application-performance-management/10-8/installing/apm-installation/uninstall-apm.html

Uninstaller does not remove the back up files created by the installer. You must use the clean up option to remove the backed up files. See the Backup and Rollback During CA APM Upgrade section for procedure to clean the backup files.

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/application-performance-management/10-8/upgrading/backup-and-rollback-during-ca-apm-upgrade.html