Attachment issues on IE Browser
Dear List, ** ** We are having two issues while working on attachments. Its an intermittent issue on browser (both IE and FF). Please let me know if there is any solution for this. **1. **Unable to upload an attachment. *Failed to Add Attachment* message displayed on pop-up. Using Run process action in active link PERFORM-ACTION-ADD-ATTACHMENT **2. **Unable to Save/Open attachments. *Fid is not identified* java script error message displayed. Using Run process action in active link PERFORM-ACTION-SAVE-ATTACHMENT ** ** The request from browser will go to IIS and then redirect to tomcat servers on load balancer. We have tried setting parameter on IIS SSLAlwaysClientcert = TRUE but didn’t work. ** ** tomcat server logs has the below error, ** ** 10-Jul-2013 08:39:35 org.apache.catalina.core.StandardWrapperValve invoke*** * SEVERE: Servlet.service() for servlet AttachServlet threw exception java.lang.NullPointerException at com.remedy.arsys.goat.AttachmentData$AttachmentDataCache.access$500(Unknown Source) at com.remedy.arsys.goat.AttachmentData.tryReserveInMemoryHeapSize(Unknown Source) at com.remedy.arsys.goat.AttachmentData.getData(Unknown Source) at com.remedy.arsys.goat.AttachmentData.uploadToField(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doUpload(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:637) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.jstripe.tomcat.probe.Tomcat55AgentValve.invoke(Tomcat55AgentValve.java:20) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)* *** at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690) at java.lang.Thread.run(Unknown Source) ** ** *Environment:* OS – Solaris 10 Oracle 10g ARS – 7.0.01 P11 Midtier – 7.1.00 P11 IIS 6 Tomcat 6.0 ** Thanks, Sreeni ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachment issues on IE Browser
Hi Sreeni, Something to consider or try for this issue: From Knowledge Article KA327209 This might be caused by a lack of memory. Try to increase Java's heapsize and set the parameter inmemoryattdatalimit. For example: arsystem.attachments.inmemoryattdatalimit=153600 The problem can also be connected to the attstore folder. If you stop the servlet engine, empty the folder and start it again, it probably solves the problem temporarily. The reason why you don't see anything happening when you flush the Mid-Tier cache is because this doesn't do anything with the attstore folder. You need to manually clear this. However it is also likely the problem will reoccur at some point. I hope this helps :) Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sreeni Kotha Sent: Thursday, July 11, 2013 5:16 AM To: arslist@ARSLIST.ORG Subject: Attachment issues on IE Browser ** Dear List, We are having two issues while working on attachments. Its an intermittent issue on browser (both IE and FF). Please let me know if there is any solution for this. 1. Unable to upload an attachment. Failed to Add Attachment message displayed on pop-up. Using Run process action in active link PERFORM-ACTION-ADD-ATTACHMENT 2. Unable to Save/Open attachments. Fid is not identified java script error message displayed. Using Run process action in active link PERFORM-ACTION-SAVE-ATTACHMENT The request from browser will go to IIS and then redirect to tomcat servers on load balancer. We have tried setting parameter on IIS SSLAlwaysClientcert = TRUE but didn't work. tomcat server logs has the below error, 10-Jul-2013 08:39:35 org.apache.catalina.core.StandardWrapperValve invoke SEVERE: Servlet.service() for servlet AttachServlet threw exception java.lang.NullPointerException at com.remedy.arsys.goat.AttachmentData$AttachmentDataCache.access$500(Unknown Source) at com.remedy.arsys.goat.AttachmentData.tryReserveInMemoryHeapSize(Unknown Source) at com.remedy.arsys.goat.AttachmentData.getData(Unknown Source) at com.remedy.arsys.goat.AttachmentData.uploadToField(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doUpload(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:637) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.jstripe.tomcat.probe.Tomcat55AgentValve.invoke(Tomcat55AgentValve.java:20) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690) at java.lang.Thread.run(Unknown Source) Environment: OS - Solaris 10 Oracle 10g ARS - 7.0.01 P11 Midtier - 7.1.00 P11 IIS 6 Tomcat 6.0 Thanks, Sreeni _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
Re: Attachment issues on IE Browser
Hi Ryan, Thanks for your advice We have already set the maximum heap size to 1536MB. We are on tomcat 6.0 with 32bit hence we can't increase more than 1536MB. We are also monitoring attstore directory and its not growing anything rapidly. Any other ideas please. Thanks, Sreeni On Thu, Jul 11, 2013 at 5:13 PM, Downing, Ryan ryan_down...@bmc.com wrote: ** Hi Sreeni, ** ** Something to consider or try for this issue: ** ** From Knowledge Article KA327209 This might be caused by a lack of memory. Try to increase Java's heapsize and set the parameter inmemoryattdatalimit. For example: arsystem.attachments.inmemoryattdatalimit=153600 The problem can also be connected to the attstore folder. If you stop the servlet engine, empty the folder and start it again, it probably solves the problem temporarily. The reason why you don't see anything happening when you flush the Mid-Tier cache is because this doesn't do anything with the attstore folder. You need to manually clear this. However it is also likely the problem will reoccur at some point. ** ** I hope this helps J ** ** Regards, Ryan. ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Sreeni Kotha *Sent:* Thursday, July 11, 2013 5:16 AM *To:* arslist@ARSLIST.ORG *Subject:* Attachment issues on IE Browser ** ** ** Dear List, We are having two issues while working on attachments. Its an intermittent issue on browser (both IE and FF). Please let me know if there is any solution for this. 1. Unable to upload an attachment. *Failed to Add Attachment* message displayed on pop-up. Using Run process action in active link PERFORM-ACTION-ADD-ATTACHMENT 2. Unable to Save/Open attachments. *Fid is not identified* java script error message displayed. Using Run process action in active link PERFORM-ACTION-SAVE-ATTACHMENT The request from browser will go to IIS and then redirect to tomcat servers on load balancer. We have tried setting parameter on IIS SSLAlwaysClientcert = TRUE but didn’t work. tomcat server logs has the below error, 10-Jul-2013 08:39:35 org.apache.catalina.core.StandardWrapperValve invoke* *** SEVERE: Servlet.service() for servlet AttachServlet threw exception java.lang.NullPointerException at com.remedy.arsys.goat.AttachmentData$AttachmentDataCache.access$500(Unknown Source) at com.remedy.arsys.goat. AttachmentData.tryReserveInMemoryHeapSize(Unknown Source) at com.remedy.arsys.goat.AttachmentData.getData(Unknown Source) at com.remedy.arsys.goat.AttachmentData.uploadToField(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doUpload(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:637) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.jstripe.tomcat.probe.Tomcat55AgentValve.invoke(Tomcat55AgentValve.java:20) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690
