How to fix an outage (on premise)?
Problem description
ADONIS, ADOIT or ADOGRC is not accessible to any user. In the web browser no login screen is shown when accessing the usual URL. A full outage of the BOC product seems to have happened.
This article refers to the operation of ADONIS, ADOIT or ADOGRC in your own infrastructure (on premise).
If you experience an outage of a BOC product in the BOC cloud (SaaS), you can find solutions at this link.
Solution 1: Restart services
Restart all services of the BOC product:
- The application server service
- And the web server service
Wait a few minutes (for very large scenarios even up to 1 hour or more) until the services have been successfully started and initialized.
Important: Only restart the services if there is really a full outage of the BOC product. Consider that a restart will terminate any ongoing user sessions without allowing users to save their latest changes. During a restart no user can access the BOC product.
Solution 2: Check and roll back recent system changes
Find out what has changed in your system since your BOC product was last accessible. Possible reasons for an outage could for example be:
- Changes in your infrastructure
- Network problems in your infrastructure
- Activation of new interfaces to third-party systems (e.g. via REST)
- Configuration changes in the BOC product
- Recent upgrades of your BOC product version
If possible, undo or fix problematic changes and then restart all services of the BOC product.
Solution 3: Review log files
Identify the trigger of the outage in the log files. Check the log entries relating to the time of the outage in the following log files:
Web server log:
For product ADONIS or ADOGRC: Web server installation directory\logs\ADONIS*.log
For product ADOIT: Web server installation directory\logs\ADOIT*.log
If there are error entries (marked with the keyword ERROR) in the web server log around the time of the outage, these can provide an indication of the cause of the error.
Application server log: BOC installation directory\logs\*_aserver.log
If there are error entries (marked with the keyword ERROR) in the application server log around the time of the outage, these can provide an indication of the cause of the error.
If error entries relate to the database connection, contact your database team to ensure the correct functioning of the database.
Worker log: BOC installation directory\logs\*_aworker.log
If there are error entries (marked with the keyword ERROR) in the worker log around the time of the outage, these can provide an indication of the cause of the error.
If error entries relate to the database connection, contact your database team to ensure the correct functioning of the database.
Solution 4: Check the database
Ensure that the BOC product database is functional and accessible. To do this, contact your database administration team.
Once any database problems have been resolved, restart all services of the BOC product.
Important: Only restart the services if there is really a full outage of the BOC product. Consider that a restart will terminate any ongoing user sessions without allowing users to save their latest changes. During a restart no user can access the BOC product.
Solution 5: Contact customer support
If a quick resolution via the above suggestions is not successful, contact BOC technical customer support for a comprehensive problem analysis. Note that such a problem analysis might take some time:
- First compile a Support Information Package with all required log files. Without log files it will not be possible to find a solution.
- Submit the Support Information Package to BOC technical customer support.
- Inform BOC technical customer support of any resolution attempts you have already made.
Further information
See the following notes for related issues: