Unable to access Advanced Reporting / "Error 500..." after changes are made to CSA

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

When accessing Home > Advanced Reporting in Clarity, the following is displayed:

Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems. Contact your site administrator.

The Create and Update Jaspersoft Users job fails with error:

Failed to get an instance of ClarityJasperAdmin :: Exception getting ClarityJasperAdmin : Connection refused: connect 

Additional symptoms that may be reported:

• Jaspersoft is down.
• The Load DWH and Create and Update Jaspersoft Users job fails as the service is not up and running.

Note: The Jaspersoft URL can be accessed and login is possible.

The below error is seen in the BG logs:

ERROR 2017-10-17 15:32:07,139 [Dispatch Create and Update Jaspersoft Users : bg@server (tenant=clarity)] jasper.ClarityJasperAdmin (clarity:admin:sessionid:Create and Update Jaspersoft Users) Could not login to http://server:8081/reportservice with username ppmjasperadmin
com.ca.jasper.restAdapter.JasperException: Connection refused: connect

Environment

Release: Any

Component: Clarity Jaspersoft

Cause

This issue can happen if any changes were made to the below fields in CSA / properties.xml file and services weren't restarted after the change:

• HTTP
• HTTPS
• HTTP URL
• HTTPS URL

Resolution

1. Find out if any changes have been made in the CSA and/or properties.xml files recently to the following fields:
   
   • HTTP
   • HTTPS
   • HTTP URL
   • HTTPS URL
2. If so, perform a clean restart of app, bg, and nsa services.
3. Check if Home > Advanced Reporting is accessible.
4. If the problem persists, please contact the Support team for further assistance.

Additional Information

See also: Jaspersoft / reports known issues with Clarity