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Undefined error on start page (Example web application)

Article # 3035671 - Page views: 61

Issue

You are using the start page (example web application) that is shipped with KCM (http(s)://<hostname:port>/start/home.html). On this page when you access Designer for Web or test ComposerUI for HTML5, you receive the following error: Undefined

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Cause

This error occurs when the Contract Manager (CCM API) is unavailable. For the Designer for Web and the test ComposerUI for HTML5 page, the page sends a SOAP request to the Contract Manager. When no response is received, the error "Undefined" is raised.

For KCM 5.3 and earlier, the most common scenario is that the Contract Manager cannot connect to the database. In this situation the Contract Manager will not respond to any requests. To verify this, you can open the Contract Manager log file. Its location is <root>\CCM\Work\<version>\ContractManager\Logs\cm.log

In general there are 2 causes for the Contract Manager not being able to connect to the database.

  1. This is a new installation and SQL Server has not been correctly configured. In this scenario you’ll see the following error in cm.log:
    Cannot create PoolableConnectionFactory (Network error IOException: Connection refused: connect)
  2. The database is temporarily not available. In this scenario you'll see one of these two errors in cm.log:
    java.sql.SQLException: Cannot create PoolableConnectionFactory (Network error IOException: Connection refused: connect)
    java.sql.SQLException: Invalid state, the Connection object is closed.

In KCM 5.4 and newer, the Contract manager uses an internal database, so a connection issue is unlikely. To investigate the real cause, please have a look inside the <root>\KCM\Work\<version>\ContractManager\Logs\cm.log.

 

Solution

(KCM 5.3 and earlier)
This is a new installation

The Contract Manager connects via TCP/IP to SQL Server. On the SQL Server machine In SQL Server Configuration manager for the used instance TCP/IP must be enabled.

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The listening port of the SQL Server instance must also be opened in the firewall. For a default installation this is TCP port 1433. After enabling TCP/IP, restart the Contract Manager service “Apache Tomcat CCMRuntime instance <version>”.

If you are using a named instance (E.g. SQLEXPRESS\<Prefix>_CM_<version>), then you must also enable and start the “SQL Server Browser” service on the SQL Server machine. UDP port 1434 must be opened in the firewall for SQL Server Browser service. After starting SQL Server Browser service, restart the Contract Manager service “Apache Tomcat CCMRuntime instance <version>”.

You only have to enable and start the "SQL Server Browser" service if you connect to the named instance via the name of the named instance. If you connect via the port, then the SQL Server browser service does not have to be started.  If you are connecting via the port to the named instance, then you used the parameter Database!Port during installation. If you connect via the name to the named instance, then you used the parameter Database!ServerName during installation.

The database is temporarily not available 

When the database was temporarily not available, the Contract Manager will attempt to reconnect in 10 minutes. To expedite this process you can simply restart the Contract Manager service “Apache Tomcat CCMRuntime instance <version>”.

 

Level of Complexity 

Moderate

 

Applies to  

Product Version Build Environment Hardware
Kofax Communcations Manager all versions n/a n/a n/a

 

 

Article # 3035671
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