SOI UAT Error Message

Document ID : KB000006780
Last Modified Date : 14/02/2018
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Issue:

When clicking on SOI console, you are getting an error "Internal Server Error".

Capture.JPG

Also the alerts are not getting published on the SOI console. If you can find the following error message in ....\CA\SOI\SamUI\logs\soiuis-debug.log which is located on SOI UI server, then this KB article is applicable to you.

ERROR [DashboardSLAManager] slamanager.DashboardSLAManager.readHibernateforActive(423) - Hibernate error on SLO: 
org.hibernate.exception.JDBCConnectionException: Cannot open connection 
at org.hibernate.exception.SQLStateConverter.convert(SQLStateConverter.java:74) at org.hibernate.exception.JDBCExceptionHelper.convert(JDBCExceptionHelper.java:43) 

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Caused by: java.sql.SQLException: Unknown server host name 'hostname of database server'.

Environment:
SOI 3.3, 4.0,
Cause:

Please open a command prompt on SA manager/UI server, run the command "ping <hostname of Database server>".

If the result shows the Database server doesn't response to ping from SA manager/UI server, it indicates that there are some communication issues between SA manager/UI server and database server which might be caused by Firewall setting or network issues.

Resolution:

Please fix the communication issue between database server and SA manager/UI server.

SA manager/UI server must be able to connect to the database server on port 1433 through JDBC connection.