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Troubleshooting and limitations

ClosedLog-in Problems
Issue

Resolution
Log-in page does not load when using TLS Check that server certificate was generated correctly. All fields must be filled in properly, including email, city, state, and so on.
Cannot log in through Reverse Proxy; log-in page not fully displayed

Try to log in directly to the OMi gateway server, bypassing the proxy.

Make sure that the port (even if it is default port) is specified in Platform Administration infrastructure settings (Default Virtual Gateway Server for Application Users URL) for the virtual URLs. If you change virtual server URLs, restart OMi.
Cannot log in through Reverse Proxy

A firewall in the environment may be blocking the OMi server from resolving the reverse proxy IP address.

Solution: Remove the reverse proxy IP address from the settings, restart OMi servers, and try again.
Cannot log in; blank page or error in login.jsp - permission denied

  • This is typically a result of inconsistency in Host Configuration infrastructure settings.

    Solution: Try to log in directly to the OMi gateway server (bypassing the reverse proxy) and verify that the virtual host URL for application server is correct. Copy/paste it into the browser and check that the page will load.

  • The virtual URLs may reference the reverse proxy, or vice versa, when reverse proxy is not used.

    Solution: Fix the settings, restart OMi server, and try again.

    To restore to clean, set these to empty string using JMX console (context = platform):

    • default.centers.server.url = empty or original (with port)

    • default.core.server.url

    • Enable.reverse.proxy = false

    • Http.reverse.proxy.ip = empty
Internal error when trying to load OMi url; FileNotFound error in topaz_all.ejb.log for lwssofmconf.xml

Most likely, the path to the keystore is incorrect after upgrade or new lines were introduced into the setting when manually updated.

Solution:

  1. Fix configuration:

    https://localhost:29000 (Domain: Foundations, Service: Infrastructure Settings Manager)

    To retrieve configuration in a string format, use getGlobalSettingValue() with:
    contextName=SingleSignOn
    settingName=lw.sso.configuration.xml.

    Make sure that the new configuration is stored in a single-lined string; no newlines are expected.

    You can use any text editor to change the configuration as desired.

    To store configuration, use setGlobalSettingValue() with
    contextName=SingleSignOn
    settingName=lw.sso.configuration.xml
    newValue=<NEW_VALUE_STRING>

  2. Reload configuration:

    go to service = SSO

    invoke Start()

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