Troubleshooting
Problem
Attempts to log on to the CM Server from an IBM Rational ClearCase Remote Client (CCRC) results in the error "The server cannot be contacted. Please contact your system administrator".
Cause
There are various possible causes for this issue which include the following:
- Cause 1: The path C:\Program Files\IBM\RationalSDLC\common is too far down in the system Path environment variable.
To verify this: - Type set in a command prompt.
- Make note of where C:\Program Files\IBM\RationalSDLC\common is located.
- If it is towards the bottom or end of the system Path, this may be the cause.
Note: The positioning of C:\Program Files\IBM\RationalSDLC\common in the above path.
- Cause 2: A memory allocation issue on the WAS server.
- Cause 3: You did not use the full and correct Team URL.
For example, you entered http://myserver or http://myserver:12080.
- Cause 4: This error may also occur as a result of defect APAR PK91671.
- Cause 5: There are no ClearCase licenses. ClearCase licenses may not be setup properly on the license server host.
- Cause 6: The server has region map enabled and the user region map file has restrictive permission's or was incorrectly placed in a directory that has restrictive permission's.
For the error "CRVAP0220E Conflict error" noted in the symptom above:
The region mapping may be missing the default region, and the group mapping was restricting access in a way that was fitting the symptoms, for instance, the group memberships of the succeeding and failing accounts.
- Cause 7: The CCRC temp directory is not writable by the remote-user attempting login.
- Cause 8: The installed client version may not be compatible with the CM server version.
- Cause 9: A very large/var/log/faillog file may also cause this issue.
Diagnosing The Problem
Additional Troubleshooting tips:
- Verify that the problem is not caused by an authentication issue as described in
technote 1226161 Unable to authenticate using PAM from CCWeb, MSWeb or CCRC clients
- Check the CM server logs for errors reporting memory allocation issues.
To verify this check the CM server system log found at:
Default path Unix: /opt/rational/common/CM/profiles/cmprofile/logs
Example: /opt/rational/common/CM/profiles/cmprofile/logs/server1
/SystemOut.log
Default path Windows:
C:\Program Files\IBM\RationalSDLC\common\CM\profiles\cmprofile\logs
Example:
C:\Program Files\IBM\RationalSDLC\common\CM\profiles\cmprofile\logs\server1\SystemOut.log
Here is a snippet from this log when the CM server does not have enough memory available:
----------------------cut--------------------
Caused by: com.ibm.rational.stp.server.oncrpc.OncrpcServer$StartupException: CRVSV0202E Unable to start server: ccrpc.sh: java.io.IOException: Cannot
allocate memory at com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory$Base
Server$StartServerAction.run(OncrpcManagedConnectionFactory.java:2937)
at java.security.AccessController.doPrivileged(AccessController.java:246)
----------------------cut--------------------
For Cause 7
The following error will be seen in the logs (note that the first entry actually shows the login of the failing user as having succeeded, even with the failure):
[4/2/10 21:26:46:125 EDT] 00000024 CMLogger I com.ibm.rational.stp.server.cc.CcProxy doLogin CRVSV0900I ClearCase login of user 'DOMAIN\test' onto server 'ClearCase - 2.7428' succeeded.
[4/2/10 21:26:55:125 EDT] 00000027 CMLogger W com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory
$BaseServer testIfDied
CRVSV0212I Initiated cleanup of failed backend ONC RPC server ID: ClearCase - 2.7428
Running a tool like Process Monitor will also clearly show ACCESS DENIED errors when attempting to write to the temp location.
Resolving The Problem
Solution for Cause 1
Move the path to the common directory toward the beginning of the variable.
This can be done from the GUI:
- Right-click My Computer
- Choose Properties
- Select the Advanced tab
- Choose Environment Variables at the bottom of the window
- Modify the PATH variable such that C:\Program Files\IBM\RationalSDLC\common is towards the beginning of the path.
- After that change is made, type set in the command prompt to verify the change is correct. It should look similar to this:
Path="C:\Program Files\IBM\RationalSDLC\ClearCase\bin";"C:\Program Files\IBM\RationalSDLC\common";"C:\Program Files\IBM\RationalSDLC\clearcase\etc\utils";C:\WINDOWS\system32;C:\;C:
\WINDOWS...
Solution for Cause 2
Add more memory to the CM server.
Solution for Cause 3
Use the correct form of the team URL as described in technote 1329952: About the Web Server URL for CCRC 7.1. For example:
http://myserver/TeamWeb/services/Teamor http://myserver:12080/TeamWeb/services/Team
Note: The URL http://hostname:12080/TeamWeb/services/Team is case sensitive.
Solution for Cause 4
Review technote 1403562: Windows 2008 64 Bit CM Servers fail logins when CCRC clients have primary group preference enabled for additional details about APAR PK91671.
Solution for Cause 5
Ensure that the ClearCase license files exist and contain correct information.
Check for the /var/adm/rational/clearcase/config/flexlm_host
file to see if it exists and has the correct contents.
If ATRIA licenses are being used, check to see if the license.db file exists and contains the license keys.
Also, check for the existence of the /var/adm/rational/clearcase/config/license_host file which should contain the hostname of the license server.
Solution for Cause 6
Move the user region map file (and change the path value in the ccrcUserRegionMapfile mBean) to a common area. Avoid storing it in IBM Application directories as those could be modified or removed during upgrades/installations.
For the error "CRVAP0220E Conflict error":
Add the default mapping.
Solution for Cause 7
Ensure that the CCRC temp directory is writable by all users who will be logging on remotely.
Note: CM Server will try to write to the following locations for temp storage (in this order):
- Location specified by ccrcTempDir mbean value.
- Location specified by TEMP environment variable (generally the system TEMP location will be used, unless the WAS service is running under different credentials -- in which case, that user's TEMP variable location will be used instead).
- On Windows, the root of the C: drive.
Solution for Cause 8
Review technote 1224586: System Requirements for the ClearCase Remote Client for information about client and server requirements.
Solution for Cause 9
Move the file to another location to free disk space and restart the server.
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Document Information
Modified date:
16 June 2018
UID
swg21373322