This document was generated from CDN thread
Created by: Martin Bielik on 07-09-2011 06:11:33 PM
Hi,
I have problem with login agent to Finesse Desktop. I am getting message "Finesse is out of service".
In /opt/cisco/desktop/logs/desktop/ I see that there is problem with XMPP server:
0000019397: 10.5.19.99: Sep 07 2011 23:34:30.868 +0200: %_pool-1-thread-70-OF1-5601-4-ccbu.desktop.XMPP: The XMPP user is not connected and/or authenticated with the XMPP server
0000019398: 10.5.19.99: Sep 07 2011 23:34:30.868 +0200: %_pool-1-thread-70-OF1-5601-3-ccbu.desktop.XMPP: Failed to connect and/or authenticate with the XMPP server
/opt/cisco/desktop/logs/webservices/
0000019586: 10.5.19.99: Sep 07 2011 23:37:40.871 +0200: %CCBU_pool-1-thread-97-OF1-5639-7-Exception handled: {Thrd=pool-1-thread-97-OF1-5639} com.cisco.ccbu.events.xmpp.exceptions.XMPPConnectionFailureException: XMPPError connecting to localhost:5222.
0000019587: 10.5.19.99: Sep 07 2011 23:37:40.871 +0200: %CCBU_pool-1-thread-97-OF1-5639-7-EXCEPTION_INFO: %[build_date=Jan 01, 1970 12:59 AM][build_type=rel][exception=com.cisco.ccbu.events.xmpp.exceptions.XMPPConnectionFailureException: XMPPError connecting to
localhost:5222.
And if I run CLI diagnostic tool I see that there is some problem with tomcat:
Starting diagnostic test(s)
===========================
test - disk_space : Passed (available: 13680 MB, used: 12505 M
skip - disk_files : This module must be run directly and off hours
test - service_manager : Passed
test - tomcat : Passed
test - tomcat_deadlocks : Passed
test - tomcat_keystore : Passed
test - tomcat_connectors : Failed - The HTTP and HTTPS ports are not responding to local requests. Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - tomcat_threads : Passed
test - tomcat_memory : Failed - Tomcat's memory usage is unusually high. A memory dump (.hprof file) has already been created for this instance of Tomcat. Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - tomcat_sessions : Failed - The following web applications have an unusually large number of active sessions: ==>query . Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - validate_network : Passed
test - raid : Passed
test - system_info : Passed (Collected system information in diagnostic log)
test - ntp_reachability : Passed
test - ntp_clock_drift : Passed
test - ntp_stratum : Passed
skip - sdl_fragmentation : This module must be run directly and off hours
skip - sdi_fragmentation : This module must be run directly and off hours
test - ipv6_networking : Passed
In tomcat logs I see following exception:
Error injecting constructor, java.lang.NoClassDefFoundError: Could not initialize class com.thoughtworks.xstream.converters.extended.ISO8601DateConverter
I have fresh install of 8.5(3) DR2
Thanks for any help.
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 07-09-2011 10:35:42 PM
Please try the following to resolve this issue.
Check to make sure CSA is disabled. From the admin CLI:
utils csa status
If it is currently running, disable with the following command
utils csa disable
Answer yes, and after the system reboots, try again.
If it was already disabled, or you still have problems try restarting the services in the following sequence from a root shell prompt. (SSH root/cisco)
controlcenter.sh "Cisco Tomcat" stop
controlcenter.sh "Cisco Finesse Notification Service" stop
controlcenter.sh "Cisco Finesse Notification Service" start
controlcenter.sh "Cisco Tomcat" start
If you are still having issues, the following logs will be helpful in diagnosing the problem:
/var/logs/install/desktop-install.log
/opt/cisco/desktop/logs/webservices/*
/opt/cisco/desktop/openfire/logs/*
/usr/local/thirdparty/jakarta-tomcat/logs/*.out
/usr/local/thirdparty/jakarta-tomcat/logs/*.log
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 08:05:58 AM
I had CSA already disabled so this is not the issue.
I tried to restart services as you suggested, but nothing changed.
So I attached the requested logs.
Thanks,
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 02:36:54 PM
Yes, probably you are right. It was installed by my colleague when I was out of office for longer time.
Is it possible to configure it after installation, or we need to reinstall whole Finesse server?
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 04:27:51 PM
OK, thank you very much for your help.
I will try to reinstall the server and I will see...
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 08-09-2011 02:21:55 PM
It looks like you don't have a domain defined during install. Is your system in your local DNS with a valid hostname/domain?
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 08-09-2011 04:17:42 PM
Unfortunately it isn't, there are scripts that only run during install that require this information. I would copy your CCERealm.properties before doing so, so that all you need to do after reinstall is enter your CTI server connection info, copy the CCERealm.properties file and finally disable csa. The system will then reboot and should go in service at that point.
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 12-09-2011 10:38:51 AM
Thank you it helped.
After reinstallation I am finally able to login to Finesse Desktop
But I have another problem. I cannot make a call from Finesse.
It seems like "Make a new call" gadged does nothing. I am for example able to receive call from agent logged in to CTI OS Toolkit Desktop, but if I try to dial number from Finesse desktop, nothing happens.
Do you have any idea what could be wrong?
Thanks,
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 12-09-2011 12:36:05 PM
Unfortunately this Developer release did not support making a call as it was still in progress.
For details on what was available in the current developer release, please go to the FAQ on the Finesse Developer wiki
http://developer.cisco.com/web/finesse/wikidocs
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 12-09-2011 02:14:01 PM
Understand, thank you for answer
Created by: Martin Bielik on 07-09-2011 06:11:33 PM
Hi,
I have problem with login agent to Finesse Desktop. I am getting message "Finesse is out of service".
In /opt/cisco/desktop/logs/desktop/ I see that there is problem with XMPP server:
0000019397: 10.5.19.99: Sep 07 2011 23:34:30.868 +0200: %_pool-1-thread-70-OF1-5601-4-ccbu.desktop.XMPP: The XMPP user is not connected and/or authenticated with the XMPP server
0000019398: 10.5.19.99: Sep 07 2011 23:34:30.868 +0200: %_pool-1-thread-70-OF1-5601-3-ccbu.desktop.XMPP: Failed to connect and/or authenticate with the XMPP server
/opt/cisco/desktop/logs/webservices/
0000019586: 10.5.19.99: Sep 07 2011 23:37:40.871 +0200: %CCBU_pool-1-thread-97-OF1-5639-7-Exception handled: {Thrd=pool-1-thread-97-OF1-5639} com.cisco.ccbu.events.xmpp.exceptions.XMPPConnectionFailureException: XMPPError connecting to localhost:5222.
0000019587: 10.5.19.99: Sep 07 2011 23:37:40.871 +0200: %CCBU_pool-1-thread-97-OF1-5639-7-EXCEPTION_INFO: %[build_date=Jan 01, 1970 12:59 AM][build_type=rel][exception=com.cisco.ccbu.events.xmpp.exceptions.XMPPConnectionFailureException: XMPPError connecting to
localhost:5222.
And if I run CLI diagnostic tool I see that there is some problem with tomcat:
Starting diagnostic test(s)
===========================
test - disk_space : Passed (available: 13680 MB, used: 12505 M
skip - disk_files : This module must be run directly and off hours
test - service_manager : Passed
test - tomcat : Passed
test - tomcat_deadlocks : Passed
test - tomcat_keystore : Passed
test - tomcat_connectors : Failed - The HTTP and HTTPS ports are not responding to local requests. Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - tomcat_threads : Passed
test - tomcat_memory : Failed - Tomcat's memory usage is unusually high. A memory dump (.hprof file) has already been created for this instance of Tomcat. Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - tomcat_sessions : Failed - The following web applications have an unusually large number of active sessions: ==>query . Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
test - validate_network : Passed
test - raid : Passed
test - system_info : Passed (Collected system information in diagnostic log)
test - ntp_reachability : Passed
test - ntp_clock_drift : Passed
test - ntp_stratum : Passed
skip - sdl_fragmentation : This module must be run directly and off hours
skip - sdi_fragmentation : This module must be run directly and off hours
test - ipv6_networking : Passed
In tomcat logs I see following exception:
Error injecting constructor, java.lang.NoClassDefFoundError: Could not initialize class com.thoughtworks.xstream.converters.extended.ISO8601DateConverter
I have fresh install of 8.5(3) DR2
Thanks for any help.
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 07-09-2011 10:35:42 PM
Please try the following to resolve this issue.
Check to make sure CSA is disabled. From the admin CLI:
utils csa status
If it is currently running, disable with the following command
utils csa disable
Answer yes, and after the system reboots, try again.
If it was already disabled, or you still have problems try restarting the services in the following sequence from a root shell prompt. (SSH root/cisco)
controlcenter.sh "Cisco Tomcat" stop
controlcenter.sh "Cisco Finesse Notification Service" stop
controlcenter.sh "Cisco Finesse Notification Service" start
controlcenter.sh "Cisco Tomcat" start
If you are still having issues, the following logs will be helpful in diagnosing the problem:
/var/logs/install/desktop-install.log
/opt/cisco/desktop/logs/webservices/*
/opt/cisco/desktop/openfire/logs/*
/usr/local/thirdparty/jakarta-tomcat/logs/*.out
/usr/local/thirdparty/jakarta-tomcat/logs/*.log
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 08:05:58 AM
I had CSA already disabled so this is not the issue.
I tried to restart services as you suggested, but nothing changed.
So I attached the requested logs.
Thanks,
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 02:36:54 PM
Yes, probably you are right. It was installed by my colleague when I was out of office for longer time.
Is it possible to configure it after installation, or we need to reinstall whole Finesse server?
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 08-09-2011 04:27:51 PM
OK, thank you very much for your help.
I will try to reinstall the server and I will see...
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 08-09-2011 02:21:55 PM
It looks like you don't have a domain defined during install. Is your system in your local DNS with a valid hostname/domain?
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 08-09-2011 04:17:42 PM
Unfortunately it isn't, there are scripts that only run during install that require this information. I would copy your CCERealm.properties before doing so, so that all you need to do after reinstall is enter your CTI server connection info, copy the CCERealm.properties file and finally disable csa. The system will then reboot and should go in service at that point.
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 12-09-2011 10:38:51 AM
Thank you it helped.
After reinstallation I am finally able to login to Finesse Desktop
But I have another problem. I cannot make a call from Finesse.
It seems like "Make a new call" gadged does nothing. I am for example able to receive call from agent logged in to CTI OS Toolkit Desktop, but if I try to dial number from Finesse desktop, nothing happens.
Do you have any idea what could be wrong?
Thanks,
Martin
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Christopher Vadnais on 12-09-2011 12:36:05 PM
Unfortunately this Developer release did not support making a call as it was still in progress.
For details on what was available in the current developer release, please go to the FAQ on the Finesse Developer wiki
http://developer.cisco.com/web/finesse/wikidocs
Basic API operations #
For Finesse 8.5(3) Developer Release (DR) 1 the basic call operations are Answer, Hang-up, Hold and Retrieve. In addition there are new web services APIs for custom gadgets.
Subject: RE: Unable to login - "Finesse is out of service"
Replied by: Martin Bielik on 12-09-2011 02:14:01 PM
Understand, thank you for answer
