Insights module in xFlow gives Could not retrieve the document due to internal server error

Document ID : KB000118586
Last Modified Date : 13/12/2018
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Issue:
Attempts to launch the Insights App in Service Desk Manager (SDM) xFlow gives "Could not retrieve the document due to internal server error"  and  "Server unavailable Please contact administrator"

<CA Business Intelligence>\apache-tomcat\webapps\jasperserver-pro\WEB-INF\logsJasperserver.log   has an error:

2018-10-26 11:17:15,497 ERROR CABIUtil,http-apr-8080-exec-3:69 - com.ca.bicoe.cajasperserver.common.util.CABIExceptionForRunTime: javax.crypto.BadPaddingException: Given final block not properly padded
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.auth.Encryptor.decrypt(Encryptor.java:192)
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.auth.EncryptorService.decryptcabi(EncryptorService.java:92)
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.filter.TokenService.processToken(TokenService.java:74)
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.filter.ExternalAuthenticationProxyFilter.doFilterreq(ExternalAuthenticationProxyFilter.java:99)
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.filter.ExternalAuthenticationProxyFilter.doFilter(ExternalAuthenticationProxyFilter.java:80)
..
..

Caused by: javax.crypto.BadPaddingException: Given final block not properly padded
    at com.sun.crypto.provider.CipherCore.doFinal(CipherCore.java:966)
    at com.sun.crypto.provider.CipherCore.doFinal(CipherCore.java:824)
    at com.sun.crypto.provider.AESCipher.engineDoFinal(AESCipher.java:436)
    at javax.crypto.Cipher.doFinal(Cipher.java:2165)
    at com.ca.bicoe.cajasperserver.preauth.sso.ext.auth.Encryptor.decrypt(Encryptor.java:167)
    ... 66 more

 
Cause:
This occurs when the casm_insights keystore in Insights is not in sync with the the casm_insights keystore in Jasper Server.
Resolution:
1) On xFlow server, backup <xFlow_Install>\APPS\Services\insightmicroservice-17.1.706\keystore folder
2) On Jasper server, backup <CA Business Intelligence>\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config  folder
3) Over write the contents of #2 above with the contents of #1 above
4) Restart CA Business Intelligence Tomcat service
5) Restart CA xFlow Analyst Interface service