FAQs and troubleshooting

This page provides answers to frequently asked questions and tips for troubleshooting your Teamwork Cloud (TWCloud) system.

• Reporting issues to the TWAdmin Support Team

Frequently Asked Questions

I cannot login with the default Administrator user via TWAdmin UI. What could be the cause of the problem?

There are several causes of Administratior's login failure such as:

• Cassandra is not started so the TWCloud server cannot connect to it.
• Cassandra is started but the TWCloud server cannot connect to it due to Cassandra and/or network configuration problem.

To find out what the cause of the problem is, you need to look at the log file and check the status of Cassandra. See Troubleshooting section for more information.

Where can I find the TWCloud log file?

The default log file location is <user home folder>/.twcloud/<version number>.

• The log file of the TWCloud server is called server.log.
• The log file of TWAdmin is called client.log.

How do I check the Cassandra status?

Cassandra provides a nodetool utility, which is a command line interface for managing a cluster. You can use it for checking the cluster status.

On Linux, type:

      $ nodetool status

On Windows, type:

      C:\> "%CASSANDRA_HOME%"\bin\nodetool status

The following is an example output from running the nodetool status.

Starting NodeTool

Datacenter: datacenter1

========================

Status=Up/Down

|/ State=Normal/Leaving/Joining/Moving

--  Address     Load       Tokens   Owns    Host ID                               Rack

UN  10.1.1.123  16.71 MB   256      ?       32f17f36-baec-409a-a389-f002d1dd0f9b  rack1

 

UN means that the status is up and normal.

How do I check if the TWCloud server is having a problem connecting to Cassandra?

You can check it from the log file of TWCloud. If the TWCloud server cannot connect to Cassandra during the TWCloud startup process , a log message similar to the following will appear and the server will shut itself down.

INFO  2016-01-04 11:12:32.131 Connecting to Cassandra [CoreManagerComponent, Component Resolve Thread]

ERROR 2016-01-04 11:12:50.351 Connection to Cassandra failed due to timeout [CoreManagerComponent, Component Resolve Thread]

You may also find yourself in a situation where the TWCloud server has been started successfully but the problem connecting to Cassandra occurs later. If this happens, a log message similar to the following will appear.

WARN  2016-01-04 13:57:26.034 There was a problem with the connection between the TWCLOUD server and Cassandra
  [AbstractActor, twcloud-akka.actor.default-dispatcher-24]

What should I see in the TWCloud server log file, which indicates that the TWCloud server has been successfully started?

If the TWCloud server has been successfully started, you will see a log message similar to the following in the log file.

INFO  2016-01-04 14:06:15.971 TWCLOUD Cluster with 1 node(s) : [10.1.1.123] [LoginActor, twcloud-akka.actor.default-dispatcher-15]

What should I see in the TWAdmin log file, which indicates that TWAdmin has been successfully started?

If the TWAdmin has been successfully started, you will see log message similar to the following in the log file.

INFO  2016-01-04 16:12:10.922 Console Server Configurations:

        Protocol        : [          https]

        Console IP      : [     10.1.1.123]

        Console Port    : [           8111]

        TWCLOUD Server  : [10.1.1.123:3579]

         -Selector      : [RoundRobinServerSelector]

         -SSL Connection: [          false]

 [k, Component Resolve Thread]

INFO  2016-01-20 16:12:11.379 [Working directory] /home/twcloud/twcloud184/TWAdmin/. [j, Component Resolve Thread]

INFO  2016-01-20 16:12:11.380 [Routing] /resources -> //home/twcloud/twcloud184/TWAdmin/resources/WEB-INF/resource [j, Component Resolve Thread]

INFO  2016-01-04 16:12:11.381 [Routing] / -> i [j, Component Resolve Thread]

INFO  2016-01-04 16:12:11.413 Console Server started [ConsoleServer, Component Resolve Thread]

Troubleshooting

The TWCloud installer is not started on Windows

If you run the installer file and the installer UI does not show up or receive the message: "Windows error 2", please try the following workaround.

1. Start the command prompt by selecting "Run as administrator".
2. Start the installer from the command line and use the option LAX_VM followed by the location of java.exe. For example: 
   c:\> twcloud_184_installer_win64.exe LAX_VM "C:\Program Files\java\jdk1.8.0_92\bin\java.exe"

I cannot uninstall TWCloud using uninstall.exe

If you run uninstall.exe and the uninstall UI does not show up or receive the message "Windows errors", please try the following workaround.

1. Start the command prompt by selecting "Run as administrator".
2. Start uninstall.exe from the command line and using the option LAX_VM followed by the location of java.exe. For example: 
   c:\> uninstall.exe LAX_VM "C:\Program Files\java\jdk1.8.0_92\bin\java.exe

TWCloud cannot connect to Cassandra

If the TWCloud server log shows the following message:

INFO  2016-01-04 11:12:32.131 Connecting to Cassandra [CoreManagerComponent, Component Resolve Thread]

ERROR 2016-01-04 11:12:50.351 Connection to Cassandra failed due to timeout [CoreManagerComponent, Component Resolve Thread]

It means that TWCloud cannot connect to Cassandra and this usually caused by the following reasons:

• Cassandra is not started.
• Cassandra is started but it is not properly configured for TWCloud . You need to make sure that you follow the Cassandra configuration instruction and that you restart Cassandra after updating the configuration. You can find the configuration instruction from the following links:
  • The Cassandra configuration instruction for Linux:  http://docs.nomagic.com/display/TWCloud184/Installing+and+configuring+Cassandra+on+Linux
  • The Cassandra configuration instruction for Windows: http://docs.nomagic.com/display/TWCloud184/Installing+and+configuring+Cassandra+on+Windows

TWCloud fails to start and a message about AssociationError appears in the log file

If the TWCloud server fails to start and an error message similar to the following appears in the log file:

ERROR 2016-01-04 13:12:58.104 AssociationError [akka.tcp://twcloud@127.0.0.1:2552] -> [akka.tcp://twcloud@10.1.1.123:2552]: 

Error [Association failed with [akka.tcp://twcloud@10.1.1.123:2552]] [akka.remote.EndpointAssociationException: 

Association failed with [akka.tcp://twcloud@10.1.1.123:2552]

You need to check if the hostname can be resolved to the IP that you specified while installing TWCloud. 

From the log message given in the example above, you will see two IP addresses in the message (i) 127.0.0.1 and (ii) 10.1.1.123. They mean that you have specified the IP address 10.1.1.123 during TWCloud installation, however, your hostname is resolved to loopback IP 127.0.0.1.

You can configure how your machine resolves the hostname from the hosts file. The location of the hosts file:

• On Linux: /etc/hosts
• On Windows: %SystemRoot%\system32\drivers\etc\hosts

You can check what IP address is resolved from the hostname by using the following steps:

(i) On Linux:

Execute the following command

    $ resolveip -s $(hostname)

(ii) On Windows

Step 1: Find hostname of the machine.

C:\> hostname

Step 2: Use the ping command followed by the hostname you got from Step 1. For example, if your hostname is my-machine, use the command.

    c:\> ping my-machine

TWAdmin UI does not refresh information when opened with Internet Explorer browser

Every time you edit and save information on the TWAdmin, the updates will appear in the TWAdmin UI. If you are using the IE browser and your UI does not reflect what you have just updated, you may need to configure the internet settings.

How to make sure that your TWAdmin UI refreshes new updates every time you edit and save information

1. On the IE browser, click Tools > Internet Options. The Internet Options dialog will open.
2. On the General tab, click Settings. The Website Data Settings dialog will open.
   
   
   

   Selecting the option to update website data in the Internet Explorer's Website Data Settings dialog.

3. Select the option Every time I visit the webpage.
4. Click OK > OK.

The test connection to LDAP server has been successful but the Import User page does not list all users

This problem was caused by either of the following reasons.

• The user may exist in a different search base. Please check your search base on the LDAP configuration page. Only the immediately LDAP users of the specified search base can be listed. The LDAP users in a deeper level cannot be accessed.
• The username that you have specified does not match any user on the LDAP server. Please check your LDAP attribute name that you have defined {0} value. The Import User page finds users whose attribute value matches the query.

For example, the User DN on the LDAP configuration page is sAMAccountName={0}, but you inserted “test” in the Query field on the Import User page, which means that the query was sAMAccountName=test (used to search users in the specified searchbase). You can insert “*” as the query on the Import User page to see all found users.