Hello team,
I have a connections server with HCL docs installed on it, (connections 7 on windows server 2016 standard) , i don't know what happned but HCL Doc convertor is not working any more, and i have an error message when i start the server (please check the attached file) . Even when i performe the sanity check i receive 'Error 500: java.lang.NullPointerException'.
All new documents can't be previewed or converted ,
Do you have any hint where to start or where to look?
Thak you in advance.
startServer.txtSystemOut.txt
Hi Nuha,
My name is Tony, and I'm with the HCL Connections Support Team.
Troubleshooting this issue will required a detailed analysis of the logs. However, in order to remain compliant with GDPR, we can only accept log files via an HCL Support Case. With that being said, I suggest the following:
- Enable the following traces:
Viewer Application Server -
com.ibm.concord.viewer.*=all:
org.apache.chemistry.*=all:
com.ibm.connections.directory.services.*=all:
SonataHttpUsage=all:SonataHttpHeader=all:SonataHttpBody=all:
com.ibm.connections.httpClient.*=all
Conversion Application Server -
com.ibm.symphony.conversion.*=all:
com.ibm.conversion.service.*=all:
com.ibm.conversion.*=all
- Reproduce the issue while collecting a Fiddler trace, or browser dev tools HAR file.
- Open a case with HCL Connections Support and upload the following files to CUDAR for analysis:
Fiddler trace, or HAR file
Viewer SystemOut.log
Viewer trace.log
Conversion SystemOut.log
Conversion trace.log
If you have any questions, please let us know.
Tony Dezanet
HCL Connections Support
Hi Tony ,
Thank you for your response, i will follow the steps above, and open a case .
Best regards,
Hello Nuha,
check if the HCL Connections Docs related schedule tasks are configured according to the documentation and running in the correct user context:
https://help.hcltechsw.com/docs/v2.0.1/onprem/install_guide/guide/text/configuringthewindowstaskschedulerfortheconversionserver.html?hl=windows%2Cservices
I would also suggest changing the log language to English prior to opening the case:
https://www.urspringer.de/2010/06/21/change-default-log-language-for-websphere-application-server/
Best regards,
Milan
A thing that usually help me a lot when I've to troubleshoot an issue with docs component is call the sanity page of the 3 services
https://help.hcltechsw.com/docs/v2.0.1/onprem/install_guide/guide/text/functional_verification_of_installation.html
