BSM Service Health mini-app in HP Anywhere shows error 'This app is currently unavailable'

  • KM00441081
  • 30-May-2013
  • 30-May-2013

Archived Content: This information is no longer maintained and is provided "as is" for your convenience.

Summary

After end users have used the BSM Service Health mini-app in HP Anywhere for a while, the mini-app starts showing the error ‘This app is currently unavailable’ and does not recover even after uninstalling and reinstalling the mini-app from the end user device.

Error

The mini-app shows the following error to end users
 
Mini-App Error
 
The mini-app log ‘bsmsh_app.log’ has the following errors:
 
2013-05-13 14:50:16,484 [http-thread-pool-20002(6)] (ITAUtils.java:104) DEBUG - Found url: http://10.10.100.20:80/topaz
2013-05-13 14:50:16,488 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:41) DEBUG - Starting method getCIs customerId: 1 userName: admin password: ********** bsmUrl: http://10.10.100.20:80/topaz
2013-05-13 14:50:16,832 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:68) ERROR - A error has occured while retrieving view
2013-05-13 14:50:16,833 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:72) ERROR - An Unexpected failure occurred in the BSM the ci with id: 1;;5ca73d04851f4c9f0cf601c0d594e490;;ffc4cea96d1ff5f51bd4dbad94886009 will not be returned as part of the watch list
2013-05-13 14:50:18,954 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:68) ERROR - A error has occured while retrieving view
2013-05-13 14:50:18,956 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:72) ERROR - An Unexpected failure occurred in the BSM the ci with id: 1;;5ca73d04851f4c9f0cf601c0d594e490;;561c6d4ac17ac8aeebfd3223de6a3c0e will not be returned as part of the watch list
2013-05-13 14:50:18,956 [http-thread-pool-20002(6)] (BamOpenApiCIsProvider.java:58) DEBUG - Finished method getCIs
2013-05-13 14:50:18,958 [http-thread-pool-20002(6)] (BSMService.java:81) ERROR - Failed to get Summary data for user: admin
com.hp.bsm.serviceHealth.provider.ProviderException: Failed to get watch list items from BSM
            at com.hp.bsm.serviceHealth.bl.SHDataFacade.getWatchList(SHDataFacade.java:52)
            at com.hp.bsm.serviceHealth.bl.SHDataFacade.createSummaryData(SHDataFacade.java:176)
            at sun.reflect.GeneratedMethodAccessor942.invoke(Unknown Source)
            at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
            at java.lang.reflect.Method.invoke(Method.java:601)
 
 
On the BSM Gateway server side, \log\EJBContainer\bam.open.api.log contains the errors:
 
2013-05-13 14:50:18,442 [ajp-0.0.0.0-8009-11] (BAMOpenAPIServlet.java:408) ERROR - A error has occured while retrieving view
com.hp.bsm.dashboard.bl.exceptions.BLException: failed to get data from viewing system
            at com.hp.bsm.dashboard.bl.operation.DashboardViewSystemFacade.getCorrelatedTree(DashboardViewSystemFacade.java:929)
            at com.hp.bsm.dashboard.bl.operation.DashboardViewSystemFacade.getSubtree(DashboardViewSystemFacade.java:572)
            at com.mercury.topaz.bam.application.frontend.util.BAMOpenAPIServlet.getViewNodes(BAMOpenAPIServlet.java:406)
….
Caused by: com.hp.bsm.dashboard.dal.exceptions.ViewDataProviderException: Unexpected error occured while running method getSubTree
            at com.hp.bsm.dashboard.dal.api.impl.ViewingSystemAccessor.getSubTree(ViewingSystemAccessor.java:230)
            at com.hp.bsm.dashboard.dal.api.impl.ViewingSystemAccessor.getSubTreeUntilPhysicalLayer(ViewingSystemAccessor.java:417)
Caused by: java.util.NoSuchElementException: Failed to retrieve a view result tree node with given UCMDB id (09535ee6cf486cc2c72ab2261c1b838e)
            at com.hp.me.base.tree.provider.data.server.impl.OdbTreePathUtils.getViewResultTreeNodeFromUCmdbID(OdbTreePathUtils.java:305)
            at com.hp.me.base.tree.provider.data.server.impl.OdbTreePathUtils.getViewResultTreeNodeFromUCmdbID(OdbTreePathUtils.java:284)
 

Cause

The mini-app stores CIs and watchlist configuration of each end user device within the “USER_CACHE”. If any one of the CIs within the cache was deleted in BSM, the mini-app fails when querying the deleted CI from BSM and shows the error.

Fix

Delete the HP Anywhere cache for specific user or all users
 
1.     On btoa\admin, navigate to “User Profiles” and select the affected user on the left or select all users to ensure a complete refresh
 
User Cache settings
 
2.     Delete all the “Associated Devices” listed on the right. You might need to hit Refresh to list the devices.
3.     Confirm that the HP Anywhere DB table “USER_CACHE” is now empty after this.
4.     Also, please use “Incognito mode” on Chrome while opening the WebShell so as to prevent the browser from caching any user related data.