Trouble Shooting and FAQ's

FAQ

What is RMsis base url?

If http://www.example.com is host, & tomcat server is running on port 8080 of this host; then RMsis base url(i.e. host ID) will be http://example.com:8080/rm/. RMsis base url may be different according to your deployment scenario.

Where are the log files located?

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

Logs files that you need to share in case of error are:-

• *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 <RMSIS_HOME>/logs/ folder.

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

No, they are different.

Common Issues

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

Background:
RMsis comprises of two components : -

• A Plugin which integrates with JIRA
• RMsis Sever, which runs independently on Tomcat and communicates with JIRA through the RMsis-JIRA Plugin.

What is happening at your site: 
As per our understanding you are running either Jira server OR RMsis server OR both are running on https. Real cause of problem is secure communication channel which requires some sort of security certificate before establishing any communication channel between 2 servers.

Recommendation:
If above reason is correct, then you need to add security certificate of either RMsis OR JIRA OR both (whichever you are running at https) in java trust store which resides at <JRE_PATH>\lib\security\cacerts.

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:

• Unable to interpret JIRA response
• Invalid Base URL
• The log files contain one or more of the following errors, apart from the above
  • HttpClient error
  • Jira - RMsis not connected

One of the following may be the cause of error, please check if

• Firewall / Proxy is interfering with JIRA-RMsis communication.
• Port number is correctly specified in the base URL.

If your system reaches this state, then you will need to

• if you get an error database is in inconsistent state, drop the database
• fix the identified issue
• restart JIRA
• reinstall RMsis

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

I have upgraded RMsis, but now I cannot see any data !

Please clear the Tomcat Cache. This can be done by deleting the TOMCAT_HOME/work/Catalina/<HOST_NAME>/rm folder.

Listener Error

I am getting the following error while operating on issues java.lang.RuntimeException:com.atlassian.jira.event.ListenerException: Could not find class:com.optimizory.plugins.listener.RMsisListener

May be you have wrong listener configuration. To resolve this issue: -

• Open JIRA in your browser and login with administrator account
• Now go to Administration Menu and click on Listeners link under the system category
• If any listener shows up with name (RMsis Listener, com.optimizory.plugins.listener.RMsisListener) then delete this listener by clicking on the delete link corresponding to that listener

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".

Detailed error in this case is as below: -
Error : RMsis is already connected to JIRA instance "XXXX-XXXX-XXXX-XXXX". It cannot be connected to this JIRA instance "YYYY-YYYY-YYYY-YYYY".
Please note that here "XXXX-XXXX-XXXX-XXXX" and "YYYY-YYYY-YYYY-YYYY" represent two different JIRA server IDs.
Typically this error is due to the fact that RMsis can be connected with only one JIRA instance. If one instance of JIRA is already connected and there is need to connect to another JIRA instance then please specify different database configuration for RMsis (in jdbc.properties file) and restart application server.

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

There is no log file in <RMSIS_HOME>/logs/ folder

This is because RMsis may not have permission to create / write a file in RMsis logs directory. You need to provide write permission to <RMSIS_HOME>/logs/ and will have to restart RMsis.

The RMsis initialization time is very high!

This problem has been fixed in Version 0.70 of RMsis. Please upgrade, if you are facing performance problems with each user login.

jar:command not found

I am getting the following error during setup; jar:command not found / 'jar' is not recognized as an internal or external command

Please check that you have JDK installed (Java development kit). If you have not installed JDK then install it and set the JDK path as follows:

• For linux/unix, run the command: export PATH=$PATH:path_to_your_jdk/bin/
• For windows, Please set the jdk (Java development kit)'s bin directory path in the environment variable "PATH"

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.