If the suggestions LJ made don't work you can try the the steps below. We recently had an issue where one user would get HTTP 500 error no matter what machine they logged in from. It turns out there was something the system did not like about their AR System User Preference record (let us know if you need help finding it).
1. (Optional if doing steps 5 - 8) Open the customer's AR System User Preference record in the User Tool and Copy to New (CTR+T) but do not save. 2. Deleted existing AR System User Preference Record 3. Have customer login and verify that issue had been corrected 4. ***** OPTIONAL ***** 5. Have customer logout 6. Delete new preference record that was just created 7. Save the Copied to New preference record 8. Have customer login and verify the error does not reoccur By using the optional steps the customer will not lose any saved preferences. On Thu, Aug 8, 2013 at 10:22 AM, Longwing, Lj <llongw...@usgs.gov> wrote: > ** > They will get slow performance for any object that has not already been > re-built, and in general slow performance, depending on your version, > because the Web server is very busy re-building the cache, so it's not as > 'available' to do everything else as quickly as it normally would. So the > web interface would not be 'down', but 'impacted', to use performance terms > :) > > > On Thu, Aug 8, 2013 at 11:21 AM, Herrera, Danny <dherr...@columbia.com>wrote: > >> ** >> >> Thanks Lj.**** >> >> So during the rebuilding process users are unable to use the web >> interface?**** >> >> ** ** >> >> *Danny Herrera* **** >> >> ** ** >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj >> *Sent:* Thursday, August 08, 2013 9:46 AM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: HTTP 500 error**** >> >> ** ** >> >> ** **** >> >> Yes, by clearing the local cache, I'm referring to deleting temp internet >> files.**** >> >> ** ** >> >> Regarding the server cache, that's accessed at**** >> >> ** ** >> >> http://<webserver>:<port>/arsys/shared/config/config.jsp**** >> >> ** ** >> >> You provide the password needed, and then go to Cache, and press the >> 'Flush Cache' button....now...for the impact.**** >> >> ** ** >> >> Depending on your version, load, etc...the impact can actually be rather >> severe. Without a cache, the server needs to retrieve everything from the >> server, and re-compile jsp pages before it can present the page to the >> user. As you are aware, there are 10's of thousands of active links, and >> thousands of forms associated with the ITSM app, so the re-cache process, >> depending on hardware can sometimes take in upwards of an hour or more...so >> it's something that should likely be done 'after hours' if at all >> possible....but I sometimes do it on my server in the middle of the day >> depending on the impact that it not being flushed has on the user base...so >> it's really a judgement call.**** >> >> ** ** >> >> On Thu, Aug 8, 2013 at 10:37 AM, Herrera, Danny <dherr...@columbia.com> >> wrote:**** >> >> ** **** >> >> Thanks Lj, **** >> >> I am new to this application since our recent admin left it was handed on >> to me. How do I flush the mid-tier cache and what affect does that have on >> the users? Also, by clearing the user cache are you referring to delete >> temp internet files?**** >> >> **** >> >> Thanks again!**** >> >> **** >> >> *Danny Herrera* **** >> >> **** >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj >> *Sent:* Thursday, August 08, 2013 8:23 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: HTTP 500 error**** >> >> **** >> >> ** **** >> >> thick client wouldn't be getting a web 500 error of course because it >> isn't using the web :)....so...this is saying that your Web server is >> getting a null value in an unexpected place. I would start by flushing the >> Mid-Tier cache, and then the user cache if they continue experiencing >> issues.**** >> >> **** >> >> On Thu, Aug 8, 2013 at 9:00 AM, Herrera, Danny <dherr...@columbia.com> >> wrote:**** >> >> ** **** >> >> This is bugging me, this is happening to only two users right now that I >> know of on the web interface of the Change Management module. Using the >> thick client to access this works fine however. Any ideas on why this >> would be happening?**** >> >> **** >> >> *HTTP Status 500 - ***** >> ------------------------------ >> >> *type* Exception report**** >> >> *message* **** >> >> *description* *The server encountered an internal error () that >> prevented it from fulfilling this request.***** >> >> *exception* **** >> >> java.lang.NullPointerException**** >> >> com.remedy.arsys.goat.field.FieldGraph.getFieldGraphKey(Unknown >> Source)**** >> >> com.remedy.arsys.goat.field.FieldGraph.getHTMLJSKey(Unknown >> Source)**** >> >> com.remedy.arsys.goat.field.FieldGraph.getHTMLData(Unknown Source) >> **** >> >> com.remedy.arsys.goat.field.FieldGraph.transmitHTML(Unknown >> Source)**** >> >> com.remedy.arsys.stubs.FormServlet.requestDispatch(Unknown Source) >> **** >> >> com.remedy.arsys.stubs.FormServlet.doRequest(Unknown Source)**** >> >> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source)** >> ** >> >> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)**** >> >> javax.servlet.http.HttpServlet.service(HttpServlet.java:627)**** >> >> javax.servlet.http.HttpServlet.service(HttpServlet.java:729)**** >> >> **** >> >> **** >> >> *Danny Herrera* **** >> >> **** >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ **** >> >> **** >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ **** >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ **** >> >> ** ** >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ **** >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
