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IP Office: WebManager Is Inaccessible. WebControl Inaccessible

timed out. WebControl System Tab - Services Is Timing Out.
Doc ID SOLN321249
Version: 22.0
Status: Published
Published date: 21 Jun 2023
Created Date: 01 Feb 2018
Author: ralagao

Details
Case 1 & 3: IPOSE 10.0.x,10.1
IPOSE 11.0.4

IPO 11.0

IPO 11.1.2.3
Case 2: IPO 500 v2 10.1.0.2.2 build 1.

Problem Clarification
Case 1: When accessing WebManager, the page won't load. It would return an error saying the site can't be reached. When WebControl is accessed, you will be able
to login. All tabs are working fine, however System tab > Services is timing out it and won't load as well. I accessed the CLI and statused on WebManager service, the
command doesn't return any result - it's like the command got hung. Restarting WebManager service exhibits the same result. Status shows the WebControl is working
fine. It shows that the service is running. We couldn't restart the whole server because it is being used have tried re-installing WebManager application but it didn't
help.

Error seen on IP when trying to login:

Case 2: Services timing out on port 7071 randomly. As a result One-X portal service becomes unavailable. Several user use the portal and associated applications.

Case 3: After using the desktop manager client to generate a new self-signed certificate, the WebLM and WebManager fail to start in the Webcontrol and when
restarting the system. No error is presented.
Example:

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Cause
Case 1 and 2: WebManager service requires apache tomcat service. If there's a problem with apache tomcat loading or starting WebManager, then this issue may
occur.
Case 3: The self-signed identity certificate did not distribute to the system and services correctly.

Solution
Case 1:Restarting apache tomcat service would bring the service back to normal.

Apache-tomcat is being used by WebLM, Media Manager and WebManager. Apparently in this case, the System > Services tab of the WebControl was affected by the
issue as well.
[root@IPO239 ~]# service apache-tomcat restart
Shutting down apache-tomcat: Shutting down apache-tomcat: Feb 02, 2018 11:38:58 AM
org.apache.catalina.startup.Catalina stopServer
SEVERE: No shutdown port configured. Shut down server through OS signal. Server not shut down.

Starting apache-tomcat: [ OK ]
Waiting for apache-tomcat to start..
Waiting for tomcat manager to start..
deploying WebLM server
OK - Deployed application at context path /WebLM
WebLM server is starting
Potsgres is already running
deploying MediaManager server
OK - Deployed application at context path /MediaManager
MediaManager server is starting
deploying WebManager server
OK - Deployed application at context path /WebManagement
WebManager server is starting

[root@IPO239 ~]# service WebManager status

IP Office Web Manager is running
CPU Usage: 64.0 %, Memory Usage: 508296 KB, Uptime: 00:28

If the above procedure does not work , try the below:

Please note that the following procedure will delete the web manager cache and will rebuild it.

NOTE: The below procedure will stop the Web Manager, the Web Control Platform (WCP) and the WebLM from running until all the steps are carried out.
It will take approximately 5-10 min to complete the below steps.

1. Open a Linux console, login with "root" user

2. Type command "service WebManager stop"
3. Type command "service apache-tomcat stop"
4. Go to "/opt/WebManager/diskcache" and delete the contents.
5. Type command "service apache-tomcat start"
6. Type command "service WebManager start"

Now login to the Web Manager and observe the results… (i.e. has this resolved the
issue). Since carrying out this procedure no problems with been seen and web manager is working correctly.

Case 2: Remove the OneX database and allow it to be rebuilt by the system. If you believe your system is having this issue, please open a case with Backbone (Tier3)
support for assistance in removing this portion of the system and re-installing it.

*This procedure will erase ALL data from the OneX portion of the system and will require a restart of the OneX*
Refer KB : https://support.avaya.com/kb/index?page=content&id=SOLN308401

Case 3: Generate new self-signed certificates using the certificates section of Web Manager or Web Control. (Please note that this can be service affecting)

Additional Relevant Phrases

SOLN321249 Unable to access system via Web Manager Port 7070 WebLM service is down port 7071 service time out -cannot access one X applications. One X
Portal is down, IPO memory usage has spiked to 75%. Unable to stop / start services from the web portal, page times out. Unable to start WebManager SERVICE
WEB MANAGER INACTIF Unable to log into IP Office after certificate upload Web manager inaccessible, error message: Server may not have started properly.
Unable to retrieve the data from the server. Server Edition Web Manager login fails with error Server not responding. It may not have full started yet. Corruption with
WebManager and userportal
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