15.5.1 List of possible problems

(1) The Web browser cannot connect to JP1/Service Support

Cause

Some possible causes of the problem are as follows:

• The JP1/Service Support service or the JP1/Service Support - Web Service service has stopped.

• A network problem has occurred between the Web browser and the JP1/Service Support server.

• The specified port number is incorrect.

Action

• Make sure that the JP1/Service Support service and JP1/Service Support - Web Service service are running.

• Execute the Ping command to confirm the connection to the server.

• Execute the telnet command to confirm the connection to the target port.

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(2) When you updated the user information, role information, process work board information, or system information, different update contents were displayed

Cause

Another user updated the same information at the same time that you updated the information.

Action

Enter the correct information and retry the update.

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(3) Search results take a long time to display

Cause

Processing takes a long time because too many Items contain the character strings specified as search conditions.

Action

Narrow down the search range by adding the filtering conditions such as the status and registration date.

You can also select the Match all conditions radio button to narrow down the search range.

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(4) The process work board or the target system is not displayed

Cause

The process work board or the target system might have been deleted inadvertently.

Action

If the process work board was deleted, log in as a user who belongs to the process work board management role. Then, in the main window (Item list), select the desired process work board in the list of process work boards, and then select Action, and then Cancel deletion of the process work board.

If the target system was deleted, log in as a user who belongs to the process work board management role. Then, in the target system management window, select the target system, and then select Action, and then Deletion cancellation.

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(5) The KNAB12001-E error message was output during window operation

Cause

The possible causes of the problems are as follows:

• JP1/Service Support - DB Server service has stopped.

• The capacity of the Item management database is insufficient.

• The machine is heavily loaded.

• The jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command is being executed.

Action

Take the following actions:

• Make sure that JP1/Service Support - DB Server service is running.

• If -756 is indicated in detailed-code, the capacity of the Item management database is insufficient.

  Delete unnecessary data, and then perform the following:

  1. Execute the jssdelrec command to delete any data waiting to be deleted.

  2. Execute the jssdbrorg.bat command to reorganize the free space of the database.

• Check whether the machine is heavily loaded. Wait a while and then retry the operation.

• If the jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command was being executed, terminate the command and then re-execute it.

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(6) You registered an Item form, but the process standard Item form was not updated

Cause

The Item form might not have been registered as the process standard Item form because the Item form registration command was executed with the -n option specified.

Action

• In the Item form management window, select the Item form you want to specify as the standard Item form, and then select Action, and then Set in the process standard item form.

• If the Item was registered before you changed the Item form, register the Item again.

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(7) The process standard Item form was unintentionally updated when registered an Item form

Cause

The Item form might have been registered as the process standard Item form because the Item form registration command was executed without the -n option specified.

Action

• In the Item form management window, select the Item form you want to specify as the standard Item form, and then select Action, and then Set in the process standard item form.

• If the Item was registered before you changed the Item form, register the Item again.

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(8) The KNAB11017-E error message was output, but the user name and the password are correct

Cause

The possible causes of the problems are as follows:

• JP1/Service Support - DB Server service has stopped.

• The jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command is being executed.

Action

• Make sure that JP1/Service Support - DB Server service is running.

• If the jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command was being executed, terminate the command and then re-execute it.

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(9) The KNAB26202-E error message was output during execution of the Item form registration command

Cause

The possible causes of the problems are as follows:

• The start tag and the end tag are not specified as a pair.

• A character other than a half-width space, linefeed character, or tab character is specified outside the region enclosed by a start tag and an end tag.

• The element ID is incorrect.

Action

• Specify the start tag and the end tag as a pair.

• Delete any characters specified outside the region enclosed by the start tag and the end tag, other than a half-width space, linefeed character, or tab character.

• Specify the correct Item ID. Be careful not to confuse zero 0 with the letter O.

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(10) The Items that match the search conditions during a simple search are not displayed in the List of item search results window

Cause

The Items might be specified incorrectly in the search conditions.

Action

Check and, if necessary, correct the following for the search target elements specified in the system property file:

• Make sure that all the specified element names are correct. Also make sure that uppercase and lowercase are specified correctly.

• Make sure that the six or less elements are specified as search targets.

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(11) The definition file settings were not applied correctly

Cause

The possible causes of the problems are as follows:

• The definition contents are invalid.

• The JP1/Service Support service has not restarted.

• Duplicate settings are specified in the definition file.

Action

Take the following actions:

• Revise the definition contents.

• Restart the JP1/Service Support service.

• Delete the duplicate settings.

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(12) You received a garbled email

Cause

The character code of the email sent from the JP1/Service Support might not be supported by the email server or email client.

Action

Take one of the following actions:

• Add \n to the end of the character string in the email text specified in the Email definition file.

• Change the character code for emails (hptl_jp1_imss_mail_notice_charaset key and hptl_jp1_imss_mail_charaset key) specified in the Email definition file.

• Change the title and text of email specified in the Email definition file so that they do not contain multibyte characters.

For details about the Email definition file, see Email definition file (jp1imss_mail_setting.conf) in Chapter 13. Definition Files.

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(13) A value was specified for Unsolved time treated as extended in the New process work board window or Edit the process work board window, but the default (72 hours) was used to determine extended Items in the main window (Item status)

Cause

A value greater than 876,000 (hours) might be specified for Unsolved time treated as extended.

Action

In the Edit the process work board window, enter a half-width integer in the range from 0 to 876,000 for Unsolved time treated as extended.

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(14) An error occurred when a value was entered for Unsolved time treated as extended in the Edit the process work board window

Cause

A value greater than 876,000 (hours) might be specified for Unsolved time treated as extended.

Action

In the Edit the process work board window, enter a half-width integer in the range from 0 to 876,000 for Unsolved time treated as extended.

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(15) After cancelling command execution by, for example, pressing the Ctrl+C keys, you cannot confirm that the command has terminated

Cause

Execution of a subprocess might continue because the execution was canceled by using the Ctrl+C keys.

Action

Take the following actions:

• Close the JP1_SS Command Prompt window.

• Wait a while, and then re-execute the command paying attention to the precautionary notes for the command.

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(16) If you cannot log in to a specific JP1 product in a single sign-on manner

The following shows a specific JP1 product:

• JP1/NP

• JP1/AO

• JP1/AJS3

Cause

The possible causes of the problems are as follows:

• In the system property file (hptl_jp1_imss_main_setting.properties), the property keys that are needed to link with the specific JP1 product are not set or invalid values are specified for those property keys.

• In the system property file (hptl_jp1_imss_main_setting.properties), the property keys that are needed to link with the specific JP1 product are not set or invalid values are specified for those property keys.

• Setup of JP1/Base is not complete.

  • JP1/Base is not installed on the machine on which JP1/Service Support is installed.

  • The user who wants to access the specific JP1 product in a single sign-on manner is not registered on the JP1/Base authentication server.

  • JP1/Service Support and the specific JP1 product are connected to different JP1/Base authentication servers.

  • The service of JP1/Base that is used as the authentication server is not running.

  • The JP1/Base authentication server restarted after you logged in to JP1/Service Support.

Action

Take the following actions:

• Checking the system property file (hptl_jp1_imss_main_setting.properties)

• Checking the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties)

• Checking JP1/Base

• Log in again to JP1/Service Support

Checking the system property file (hptl_jp1_imss_main_setting.properties)

Perform the following checks for the settings in the system property file (hptl_jp1_imss_main_setting.properties). Correct any errors. For details about the system property file, see System property file (hptl_jp1_imss_main_setting.properties) in Chapter 13. Definition Files.

If you are logging in to JP1/NP using single sign-on:

• Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)

• Make sure that the value set for the hptl_jp1_imss_add_item_info_url_num key is larger than the values of the hptl_jp1_imss_add_item_info_url_$n key and the hptl_jp1_imss_np_item_info_$n key.

• Make sure that the URL used for linking with JP1/NP is set for the hptl_jp1_imss_add_item_info_url_$n key.

  For details about URLs for linking with JP1/NP, see the description of URLs for calling the navigation platform from other JP1 products in the relevant JP1/Navigation Platform manual.

• Make sure that true is set for the hptl_jp1_imss_np_item_info_$n key.

If you are logging in to JP1/AO using single sign-on:

• Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)

• Make sure that the value set for the hptl_jp1_imss_add_item_info_url_num key is larger than the values of the hptl_jp1_imss_add_item_info_url_$n key and the hptl_jp1_imss_ao_item_info_$n key.

• Make sure that the URL used for linking with JP1/AO is set for the hptl_jp1_imss_add_item_info_url_$n key.

  For the hptl_jp1_imss_add_item_info_url_$n key, set the URL for launching the JP1/AO Submit Service dialog box. For details about URLs for linking with JP1/AO, see the description of direct-access URLs in the JP1/Automatic Operation Administration Guide.

• Make sure that the correct element ID is set for the hptl_jp1_imss_ao_item_info_$n key.

If you are logging in to JP1/AJS3 - Web Console using single sign-on:

• Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)

• Make sure that the value set for the hptl_jp1_imss_add_item_info_url_num key is larger than the values of $n in the hptl_jp1_imss_add_item_info_url_$n key, hptl_jp1_imss_add_item_info_$n key, and hptl_jp1_imss_add_item_info_product_$n key.

• Make sure that the following information is entered correctly in hptl_jp1_imss_add_item_info_url_$n.

  • ID of the element where you enter the JP1/AJS3 - Manager host where the unit to be displayed in the Monitor window is located

  • ID of the element where you enter the scheduler-service-name:unit-name to be displayed in the Monitor window

  • ID of the element where you enter the execution ID of the unit to be displayed in the Monitor window

• Make sure that jp1_ajs is set for the hptl_jp1_imss_add_item_info_product_$n key.

If you are logging in to JP1/PFM - Web Console using single sign-on:

• Make sure that the keys in the file are not to be treated as comments. (Lines beginning with a hash mark are treated as comment lines.)

• Make sure that the value set for the key hptl_jp1_imss_add_item_info_url_num is larger than the value of $n in the following keys: hptl_jp1_imss_add_item_info_url_$n, hptl_jp1_imss_add_item_info_$n, and hptl_jp1_imss_add_item_info_product_$n.

• Make sure that the URL for linking with JP1/PFM - Web Console is entered for the key hptl_jp1_imss_add_item_info_url_$n. For details about the URL for linking with JP1/PFM - Web Console, see 4.10.1 Item information passed to JP1/PFM - Web Console.

• Make sure that jp1_pfm is specified for the key hptl_jp1_imss_add_item_info_product_$n.

Checking the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties)

Perform the following checks for the settings in the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties). Correct any errors. For details about the system property file, see Property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties) in Chapter 13. Definition Files..

• Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)

• Make sure that the value of the hptl_jp1_imss_jp1product_cooperation_flag key is true.

If JP1/Service Support authentication uses information obtained from the Item management database or LDAP server:

Confirm that the user ID of the user who accesses the specific JP1 product in a single sign-on manner is set for the hptl_jp1_imss_jp1product_cooperation_userlist key.

If JP1/Service Support authentication uses information obtained from the LDAP server:

• Confirm that the user ID of the information search user set for the hptl_jp1_imss_information_search_userid key exists in the Item management database.

• Confirm that the user ID and password of the information search user registered in the Item management database are the same as the user ID and password of the information search user registered on the LDAP server.

Checking JP1/Base

Perform the following checks for JP1/Base. Correct any errors. For details about installing and settings, see the JP1/Base User's Guide.

• Confirm that JP1/Base is installed on a machine on which JP1/Service Support is installed.

• If JP1/Service Support login authentication uses the Item management database or the LDAP server, make sure that the user who accesses the specific JP1 product in a single sign-on manner is registered on the JP1/Base authentication server.

  If the user is not registered, register a user who can access the specific JP1 product using single sign-on. Make sure that the user ID and password of that user are the same as those for a user of the Item management database or the LDAP server.

• Confirm that JP1/Service Support and the specific JP1 product are connected to the same JP1/Base authentication server.

  If connected to different JP1/Base authentication servers, make sure that JP1/Service Support and the specific JP1 product are connected to the same JP1/Base authentication server.

• Confirm that the service of JP1/Base to be used as the authentication server is running.

  If the service is not running, start it.

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