Prime Infrastructure 3.1 Unable to login

[Sougata Roy]

Prime Infrastructure 3.1 Unable to login. The error message is 

"could not open hibernate session for transaction".

We tried ncs restart, did not help. We are little skeptical about trying ncs cleanup. Can anybody help please? It's urgent.

[Ric Beeching]

Hi Sougata,

NCS cleanup is fairly safe although you will lose locally saved reports and other files. I would recommend backing up to an external server via CLI before running it just in case, and particularly because you are having this issue.

Having a quick google.. it appears to be java related. have you confirmed it is not accessible via different browsers? 

In the CLI, what is the output from this command: show application status ncs

Ric

[Sougata Roy]

Hello Ric,

Can you give the process to back it up?

Yeah. We have tried to access it from different browsers, did not work.

We did a cleanup, that did not help. 

I have asked the client to give the output of "show application status ncs", once it is available I will put that up here.

[Ric Beeching]

Only link I can see for your error also indicates java/flash issue. I know easy for me to say from here but if the application status comes back as normal I'd still be looking at browser/client still =/.

https://supportforums.cisco.com/discussion/11716151/prime-infrastructure-12-login-problem-httpsservernamewebacsjspringsecuritycheck

That said, backing up there are two components - application and database - which can consume a fair amount of data. Have a look at the remote repository backup section and I recommend using FTP for fastest transfer:

http://www.cisco.com/c/en/us/td/docs/net_mgmt/prime/infrastructure/3-0/administrator/guide/PIAdminBook/backup_restore.html

Do you have maintenance support for it and can log a TAC case?

Ric

[Sougata Roy]

Currently we do not have any contract with Cisco, we are trying to solve the entitlement issues. Once that is done we can open a TAC case.

[Sougata Roy]

Here is the output that you requested:

az84cpi01/admin# show application status NCS

Health Monitor is running, with an error. ( [Role] Primary [State] HA not Configured )
initHealthMonitor(): can not start DB
Database server is stopped
FTP Service is running
TFTP Service is running
Matlab Server is running
Matlab Server Instance 1 is running
Matlab Server Instance 2 is running
Matlab Server Instance 3 is running
NMS Server is stopped.
CNS Gateway with port 11011 is down
CNS Gateway SSL with port 11012 is down
CNS Gateway with port 11013 is down
CNS Gateway SSL with port 11014 is down
Plug and Play Gateway Broker with port 61617 is down
Plug and Play Gateway config, image and resource are down on https
Plug and Play Gateway is stopped.
SAM Daemon is stopped.
DA Daemon is stopped.
Compliance engine is not running

[Ric Beeching]

Ah, those DB messages are not a good sign. This similar post has some info:

https://supportforums.cisco.com/discussion/12527541/prime-ncs-failed-start

Definitely recommend engaging TAC whenever you can so they can assist with trying to restore the DB without wiping it. Alternatively, take some backups if possible and restore them to a fresh instance.

Ric