TrueSight Capacity Optimization(TSCO) : When accessing the web console the page shows a message: "An error occurred. Please contact your administrator"

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    TrueSight Capacity Optimization


    COMPONENT:

    Capacity Optimization 11.5.01


    APPLIES TO:

    TrueSight Capacity Optimization 11.5,01, 11.5, 11.3.01, 11.0



    PROBLEM:

    When attempting to log into the TrueSight Capacity Optimization (TSCO) Web UI it reports, "An error occurred.  Please contact your administrator or retry later.".  This message is displayed before the typical redirect to the user authentication page where one enters their username and password.

    The error message is generic and does not show what the cause is:
     

      User-added image

     


    CAUSE:

    In most cases the cause is that Remedy Single Sign on is not working or not started


    SOLUTION:

    If you know the URL of the Remedy Single Sign on (RSSO) server, attempt to connect to the RSSO web interface directly to confirm that it is up and running (typically https://clm-aus-hostname.domain.com:8048/rsso/admin/#/).  You don't need to be able to login as the 'admin' user on the RSSO side because the typical source of the problem is that the RSSO service isn't up and running or isn't able to respond to login requests.

    Additionally, one can check the $BCO_HOME/web/tomcat/logs/rsso.0.log to see if it reports the following error:
     

    29 Nov 2018 03:31:46.236 SEVERE Thread_53 com.bmc.rsso.commons.HttpsUtil.establishConnection(): Issue while communicating: Connection refused (Connection refused) 29 Nov 2018 03:31:46.237 SEVERE Thread_53 com.bmc.rsso.sdk.impl.SSOServiceImpl.getConfig(): Error retrieving SSO configuration Details: java.net.ConnectException: Connection refused (Connection refused)
       


    Please start the Remedy Single Sign-On service if you see this kind of error message

    The problem is due to the rsso-agent included in TrueSight Capacity Optimization. There are plans to update the rssso-agent after the release or TrueSight Capacity Optimization  11.5.01.


    Other cause would be that the TSPS services are down, for that reason you can also check (via command line) if the TSPS is reachable from the Application server or the services are runnin, either. This would be an scenario of a TSPS failing:
     

      
    <---cut---> StackTrace: org.apache.http.conn.HttpHostConnectException: Connect to [tsps_host]:8043 [tsps_host/xx.xx.xx.xx] failed: Connection refused (Connection refused)       at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)       at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:373)       at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:381) <---cut--->
       



    The connection refused message could mean that the TSPS services are down or the connection attempt is being blocked/dropped. 

     (1) Make sure the Application Server can reach the TSPS host on port 8043 (by default). This can be done via cuRL, telnet or nc commands.

      
       
    • curl https://[tsps_hostname]:8043
    •  
    • telnet on port 8043: telnet [tsps host] 8043. If no telnet command is available, run nc -zv [tsps_hostname] 8043
      

    (2) Check the TSPS services:

      
       
    • cd [TSPS install directory]/bin
    •  
    • ./tssh server status (if any service isn't running, then run ./tssh server start)

     


    Article Number:

    000365164


    Article Type:

    Solutions to a Product Problem



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