Sysaid Winter 16-2nd Edition Update Not Working

 
Author
Message
Super SysAider
56
 
Hello and good evening.
I just tried updating to the 16-2nd Edition update (Linux Free) and the full web interface will not load.
It was working before but the update caused only the top of the helpdesk navigation bar to load.
I can't click on anything or open any of the menus.
SysAid Community Manager Product Team
4492
 
Hi Reason,

First of all, from which version of SysAid were you updating?

Please try restarting the SysAid/Tomcat server process and see if the problem resolves.

If not, I will need the SysAid logs from your server. To download the logs you can either:
Click on your profile on the top-right of the SysAid screen (if it works with this issue) > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf

Afterwards, please upload the logs to a file hosting service, such as Google Drive or Dropbox, and send me a shareable link by a private message.

Thanks,
Danny
Super SysAider
56
 
I am current at v15.4.04 b22

I tried to upgrade to Sysaid Winter 16-2nd Edition

I'll try the update again and gather the logs. I h ave to revert back to the previous version in order to use sysaid.
Super SysAider
56
 
I could not find the following folders or files:
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml

Sending the link now.
SysAid Community Manager Product Team
4492
 
Hi Reason,

Your logs indicate that the problem might be a memory limit set to a value which is considered too low (207 MB). We recommend following the instructions found in our Linux Installation and Upgrade Instructions - scroll to the bottom to the "Increase RAM for Java" section.

Please let me know if this helps.

Cheers,
Danny
Super SysAider
56
 
Where should I place the memory configuration in the catalina.sh?
There is no instance to replace or modify.

Can I place it anywhere?
SysAid Community Manager Product Team
4492
 
Correct.
Super SysAider
56
 
That did nothing.
Same results.

Not sure if this has anything to contribute to the problem but, I am noticing when clicking on the Sysaid Winter 16 Logo, in the upper left hand portion of the screen (where the header bar is), it goes to http://IPADDRESSORT/Home.jsp and home.asp gives a 404 error.

SysAid Community Manager Product Team
4492
 
Hi Reason,

The embedded image doesn't appear to load. I'm guessing the URL is normal for your server, correct?

Another thing I've noticed in the logs is that you may be using an incorrect version of Java. Which Java version do you have, and is it the official Oracle/Sun one?

Thanks,
Danny
Super SysAider
56
 
The header/nav bar loads but nothing is functional.

I am using the same url that I used prior to this update, which was working.

The version of java I am using is jre1.8.0_91.

I was using jre1.8.0_51 prior to this update and everything was working fine.
Super SysAider
56
 
FYI: I just downloaded and configured for Oracle/Sun Java SE Development Kit 8u92. Still no difference. The same thing occurs.

SysAid Community Manager Product Team
4492
 
This specific version of SysAid runs on Java 1.7, so I recommend trying to install this version and checking again.

And once again, your embedded image isn't visible for me...

Let me know.

Cheers,
Danny
Super SysAider
56
 
Sun Oracle JDK 1.7 or Java JRE?
And like I said, this was working fine prior to this update.

And which embedded image are you referring to?
Super SysAider
56
 
Just downloaded and configure for jdk1.7.0_79

Same result.
SysAid Community Manager Product Team
4492
 
Interesting. I'd like you to collect logs once again, but this time please set your log level to DEBUG, restart your SysAid server service, reproduce the issue and collect the new logs.

Instructions to enable the DEBUG log collection mode:
1. Go to ...Program Files\SysAidServer\root\WEB-INF

2. Edit the "log4j.properties" file

3. Locate the following line: log4j.logger.com.ilient=INFO, sysaidLogFile And change it to log4j.logger.com.ilient=DEBUG, sysaidLogFile

Thanks,
Danny