Content Package gives "Error 500 - Internal Server Error"

Document ID : KB000093582
Last Modified Date : 01/05/2018
Show Technical Document Details
Issue:
A Content Package was created to move information from the test to production environment.

Content Package

However, after clicking the link to download the .jar file, an error message appears:
 
CA PPM
Document Access Error
<!> Error
Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems. Contact your site administrator.

Content Package Error

Within the app-ca.log, an error similar to the following appears:
ERROR 2018-04-13 16:07:41,421 [http-nio-14001-exec-11] pagebuilder.FilePageBuilder (clarity:<<user>>:28263987__<<ID>>:union.viewODFFile) File "<<Filename>>" not found in path "/fs0/clarity1/clarity/files/filestore/clarity/Files/<<File path>>" 

Further testing showed that it was not possible to upload a Document to Content. It produced this message against the Filestore: 
"DMS-02107: The system is unable to create the directory in the DMS" 

As the Content Package and Documents both use Filestore, in total these symptoms indicate an issue with the Filestore. 

 
Environment:
CA PPM On-Premise or SaaS
Resolution:
1) Rebuild the Index.

Use the instructions here:

DMS-02107: The system is unable to create the directory in the DMS
https://comm.support.ca.com/kb/dms02107-the-system-is-unable-to-create-the-directory-in-the-dms/kb000023362 

CA PPM On-Premise customers can implement this directly.

CA PPM SaaS customers should contact CA Support, logging the symptoms, quoting this Knowledge Document and requesting a review.

2) Redeploy Content Package.