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Trouble Shooting and FAQ's

FAQ

Is the system code for RMsis same as the one for JIRA?

No, they are different.

Where are the log files located?

If you get an error, which log files should you share with us?

...

  • *Application Server Logs:*These logs files are generally located in logs folder of your application server. e.g. In case of Apache Tomcat, it is located in <CATALINA_HOME>/logs/ folder.
  • JIRA Logs: These are located at <JIRA_HOME>/logs/ folder.
  • RMsis Logs: These are located at <JIRA_HOME>/rmsis/logs/ folder.

Is there a simple mechanism to access log files ?

Administrators can access Send Log Files option from RMsis drop-down in JIRA menu bar, as shown below

Common Issues

I am unable to connect RMsis to JIRA running on HTTPS

OR

I am getting a security exception !

Error: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

...

Below is small how-to for certificate installation.
  • Please ensure that RMsis and JIRA servers are running.
  • Copy InstallCert.class and InstallCert$SavingTrustManager.class to some location (from where java path is accessible). [Download Zip]
  • Run InstallCert binary using command line.
    • $ java InstallCert <SERVER_HOSTNAME>:<PORT>
    • If you are using the default port then  <PORT> is optional
    • Follow the instructions on the screen.
  • This will create new file with name jssecacert in current directory. Just copy this file to <JRE_PATH>/lib/security/cacerts.
  • Restart JIRA and try again with RMsis.

I have JIRA installed on a different server and I have installation problems !

I have JIRA running on another server and I am getting one of the following errors:

...

Caution: If your system is already in use, please backup the database before trying out any fix.

JIRA top navigation bar is showing multiple RMsis menus

You may have multiple JIRA plugins installed in the system. To resolve this issue : -

  • Shutdown JIRA and remove previous versions of jira-rmsis plugin from JIRA_HOME/plugins/installed-plugins/ directory
  • Restart JIRA again

RMsis is already connected to JIRA

I am getting the following error after clicking on RMsis. Error : RMsis is already connected to JIRA instance "XXXX-XXXX-XXXX-XXXX".

...

In order to use RMsis for both JIRA instances simultaneously, different RMsis instance and license keys would be required.

RMsis fails to restart after stopping/ restarting JIRA or after upgrading RMsis.

When JIRA is stopped/ restarted, RMsis tries to gracefully stop the embedded tomcat server and it may go into wait state, if the process attached to it is waiting for some resources.
In such scenario, you need to kill RMsis process manually.

Support

For any queries or unresolved issues, you can reach out to our support team support@optimizory.com and we will ensure a prompt response to your problem.