The Spectrum install owner cannot login to OneClick with SPC-OCC-01265: An internal Web Server Error Occurred.

Products

• CA Spectrum
• DX NetOps

Issue/Introduction

Description:

When trying to log into OneClick the following error is seen...

"An internal web server error occurred. See the log file on the web server for details".

In the stdout.log/catalina.out log file we see the following:

java.lang.NullPointerException
at java.util.Arrays$ArrayList.(Arrays.java:3357)
at java.util.Arrays.asList(Arrays.java:3343)
atcom.aprisma.spectrum.app.web.servlet.ClientPollServlet.checkOutLicenseImpl(ClientPollServlet.java:1584)
atcom.aprisma.spectrum.app.web.servlet.ClientPollServlet.checkOutLicenseImpl(ClientPollServlet.java:1552)
atcom.aprisma.spectrum.app.web.servlet.ClientPollServlet.checkOutLicense(ClientPollServlet.java:1696)
atcom.aprisma.spectrum.app.web.servlet.ClientPollServlet.doPostImpl(ClientPollServlet.java:2788)
atcom.aprisma.spectrum.app.web.servlet.ClientPollServlet.doPost(ClientPollServlet.java:2707)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:647)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
atorg.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:269)
atorg.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
atorg.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
atorg.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:172)
atorg.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:525)
atorg.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
atorg.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)
atorg.apache.catalina.valves.FastCommonAccessLogValve.invoke(FastCommonAccessLogValve.java:482)
atorg.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:108)
atorg.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:174)
at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:875)
atorg.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConnection(Http11BaseProtocol.java:665)
atorg.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:528)
atorg.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorkerThread.java:81)
atorg.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:689)
at java.lang.Thread.run(Thread.java:619)

 

Environment

Spectrum 22.2.x and 23.3.x

Cause

The cause of this error is a populated DuplicateLlist(0x11cd5) attribute on the Spectrum User model, when no duplicate User model exists in your environment.

Resolution

 To resolve this issue, you must send an action code 0x10103(CHECK_HOME_INTEGRITY) to the Spectrum User model that cannot log in. Doing this will clear the DuplicatList attribute, setting it to 0.0.0.0, and allow the user to log in successfully. To send the action code please do the following:

1. Close all OneClick clients
   
   
2. Stop the tomcat server
   
   
3. On the Spectrum MLS Server Open a bash prompt (bash -login)
   
   
4. Change directory (cd) to vnmsh and type ./connect to connect to CLI to the local SpectroSERVER
   
   
5. Run: ./show models |grep -i <spectrum user that cannot login>
   
   The model handle for the <spectrum user> user will be in the first column. Use that handle in the following command:
   
   ./update action=0x10103 mh=<model handle of the Spectrum user>
   
   
6. Start tomcat and login.

Additional Information

This same internal server error can also be seen when starting the OneClick webapp BUT there is nothing to see in any of the tomcat or webtomcat logs.  However the same solution still applies.