SOI UAT Error Message


Article ID: 6780


Updated On:


CA Service Operations Insight (SOI)


When clicking on SOI console, you are getting an error "Internal Server Error".

<Please see attached file for image>


Also the alerts are not getting published on the SOI console. If you can find the following error message in ....\CA\SOI\SamUI\logs\soiuis-debug.log which is located on SOI UI server, then this KB article is applicable to you.

ERROR [DashboardSLAManager] slamanager.DashboardSLAManager.readHibernateforActive(423) - Hibernate error on SLO: 
org.hibernate.exception.JDBCConnectionException: Cannot open connection 
at org.hibernate.exception.SQLStateConverter.convert( at org.hibernate.exception.JDBCExceptionHelper.convert( 


Caused by: java.sql.SQLException: Unknown server host name 'hostname of database server'.


Please open a command prompt on SA manager/UI server, run the command "ping <hostname of Database server>".

If the result shows the Database server doesn't response to ping from SA manager/UI server, it indicates that there are some communication issues between SA manager/UI server and database server which might be caused by Firewall setting or network issues.


SOI 3.3, 4.0,


Please fix the communication issue between database server and SA manager/UI server.

SA manager/UI server must be able to connect to the database server on port 1433 through JDBC connection.


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