Code 500 Error When Logging Into RetainServer Web Interface

  • 7020627
  • 08-Jan-2014
  • 07-Aug-2017

Environment


Retain (all versions)

Situation

Administrator could not log into Retain.  When attempting to do so a "500" error is returned:

Resolution


The first thing to do is clear the cache on the browser or try a different browser. 

If clearing the cache doesn't work, this error likely indicates a general database connection failure.  This will happen when Retain fails to connect to the SQL database. There are many things that could be causing this problem. 

Typically, with MySQL, it is because the mysql process isn't running.  If it refuses to start you'll want to check the .err file in the mysql data directory for more information.  It could also be a firewall problem with blocking the ports between Retain and the SQL server.  However, it is a database issue and is NOT supported by GWAVA.  Contact an appropriate vendor or consulting for your DBMS.  If the DBMS is working correctly and you're still having problems then you will want to contact GWAVA support.

Support has run into a case where the user created for Retain to log into the DBMS has expired (Typically encountered in MS SQL).  If you re-created that user it may not have the same password that the previous user had originally.  If you don't have the original password, or had to change it for whatever reason, you'll need to update the Retain ASConfig.cfg so it can re-connect to the database:

1)  Open the ASConfig.cfg in a text editor.

Linux default path:  /opt/beginfinite/retain/RetainServer/WEB-INF/cfg

Windows default path:  C:\Program Files\beginfinite\retain\RetainServer\WEB-INF\cfg

2)  Change the password for both the message and the configuration databases:

Message database:  Look for "<DBPass>[current password]<DBPass>"

Configuration database:  Look for "<ConfDBPass>[current password]<ConfDBPass>"

3)  Restart Retain

Additional Information

This article was originally published in the GWAVA knowledgebase as article ID 2248.

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