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Request Troubleshooting

This page goes over some of the techniques for troubleshooting Request errors and exceptions, describing some common request errors and what can be done to address them.

The Generic Kinetic Error

We will start with what will actually be the most difficult to pinpoint/describe, because it is the most generic. You will likely, at some point while working with Kinetic Request receive the following screen:

generic.png

This screen means an error has occurred and it was something that prevented the page from rendering. This could be many things. Look in the application log to find the error (in Request 5.1, this would be ks.log).

Go to http://yourserver/kinetic/AdminConsole  (specify https if that's what you use). Then choose logs, and you're looking for the Application Log. Then scroll to the bottom.

*********Replace yourserver in the link above with the name of your specific server.

logs.png

This is an example of a timeout from the Remedy DB creating a Generic error message on the screen:


2015-11-13 16:41:35,385 TRACE [http-bio-8081-exec-7     ] - Bridge Response:
2015-11-13 16:41:35,385 TRACE [http-bio-8081-exec-7     ] -   {"responseCode":400,"responseMessage":"MessageNum: 92, MessageText: Timeout during database update -- the operation has been accepted by the server and will usually complete successfully, AppendedText: ONC\/RPC call timed out"}
2015-11-13 16:41:35,411 ERROR [http-bio-8081-exec-7     ] - An unexpected exception was encountered while displaying a request page.
com.kineticdata.bridges.BridgeException: (400) MessageNum: 92, MessageText: Timeout during database update -- the operation has been accepted by the server and will usually complete successfully, AppendedText: ONC/RPC call timed out
at com.kineticdata.bridges.Request.send(Request.java:117)
at com.kineticdata.bridges.BridgeConnector.search(BridgeConnector.java:257)
at com.kineticdata.bridges.BridgeConnector.search(BridgeConnector.java:443)
at com.kd.ksr.datasources.BridgedDataSource.getDynamicListOptions(BridgedDataSource.java:104)
at com.kd.kineticSurvey.impl.QuestionDefaultHandler.insertDynamicListQuestions(QuestionDefaultHandler.java:678)
at com.kd.kineticSurvey.impl.QuestionDefaultHandler.injectQuestionDefaultValues(QuestionDefaultHandler.java:289)
at com.kd.kineticSurvey.impl.QuestionDefaultHandler.insertQuestionDefaultValues(QuestionDefaultHandler.java:186)
at com.kd.kineticSurvey.impl.QuestionDefaultHandler.insertQuestionDefaultValues(QuestionDefaultHandler.java:181)
at com.kd.kineticSurvey.beans.CustomerSurvey.loadPageInfo(CustomerSurvey.java:458)
at com.kineticdata.ksr.web.servlets.DisplayPage.processRequest(DisplayPage.java:229)
at com.kineticdata.ksr.web.KineticSurvlet.doGet(KineticSurvlet.java:125)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:620)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.TimeZoneDetectionFilter.doFilter(TimeZoneDetectionFilter.java:109)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.ProfilingRecordingFilter.doFilter(ProfilingRecordingFilter.java:37)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.SecurityFilter.doFilter(SecurityFilter.java:63)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.FramePolicyFilter.doFilter(FramePolicyFilter.java:141)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.CsrfFilter.doFilter(CsrfFilter.java:154)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.StartupFilter.doFilter(StartupFilter.java:55)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at com.kineticdata.ksr.web.filters.CharsetFilter.doFilter(CharsetFilter.java:44)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:220)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:122)
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:501)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)
at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:950)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:116)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:408)
at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1070)
at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:611)
at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:314)
at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Unknown Source)
2015-11-13 16:41:35,416 TRACE [http-bio-8081-exec-7     ] - {DB} Retrieving KS_SRV_WebUserMessage records using get entry Demo impersonating Allen:
    [KS_SRV_WebUserMessage]: 'MessageIdentifier'="MessageNum: 92, MessageText: Timeout during database update -- the operation has been accepted by the server and will usually complete successfully, AppendedText: ONC/RPC call timed out" AND 'SurveyInstanceID'="KSHAA5V0HJEMVANXBPC8U9YG1AFSF2"
2015-11-13 16:41:35,428 TRACE [http-bio-8081-exec-7     ] - {DB} Retrieved 0 KS_SRV_WebUserMessage records using get entry (12ms).
2015-11-13 16:41:35,428 DEBUG [http-bio-8081-exec-7     ] - Retrieved zero web user messages for qualification 'MessageIdentifier'="MessageNum: 92, MessageText: Timeout during database update -- the operation has been accepted by the server and will usually complete successfully, AppendedText: ONC/RPC call timed out" AND 'SurveyInstanceID'="KSHAA5V0HJEMVANXBPC8U9YG1AFSF2"
2015-11-13 16:41:35,430 TRACE [http-bio-8081-exec-7     ] - {DB} Retrieving KS_SRV_WebUserMessage records using get entry Demo impersonating Allen:
    [KS_SRV_WebUserMessage]: 'MessageIdentifier'="Generic Error" AND 'SurveyInstanceID'="KSHAA5V0HJEMVANXBPC8U9YG1AFSF2"
2015-11-13 16:41:35,439 TRACE [http-bio-8081-exec-7     ] - {DB} Retrieved 0 KS_SRV_WebUserMessage records using get entry (9ms).
2015-11-13 16:41:35,440 DEBUG [http-bio-8081-exec-7     ] - Retrieved zero web user messages for qualification 'MessageIdentifier'="Generic Error" AND 'SurveyInstanceID'="KSHAA5V0HJEMVANXBPC8U9YG1AFSF2"
2015-11-13 16:41:35,444 TRACE [http-bio-8081-exec-7     ] - {DB} Creating new KS_ACC_Exception_Handler record as Demo.
2015-11-13 16:41:35,453 TRACE [http-bio-8081-exec-7     ] - {DB} Saved KS_ACC_Exception_Handler record 000000000002127 (9ms).

This would, of course, point to a DB connectivity issue with Remedy rather than an issue with the Request item itself. A simple refresh might work. It this keeps happening, a meeting with your network team might be in order, etc. 

And the error messages can be more complex, rooted in the JSPs or callbacks and provide a stacktrace as to the cause like this one:

2015-11-13 16:24:08,336 DEBUG [http-bio-8081-exec-9     ] - Customer submission status for template "wmt_us_sdo > Common" is "INITIAL".
2015-11-13 16:24:08,337 DEBUG [http-bio-8081-exec-9     ] - Rendering "/themes/wmt_us_sdo/common/common.jsp" for "wmt_us_sdo > Common".
2015-11-13 16:24:15,765 ERROR [http-bio-8081-exec-9     ] - An unexpected exception was encountered while displaying a request page.
org.apache.jasper.JasperException: An exception occurred processing JSP page /themes/wmt_us_sdo/common/../core/framework/includes/../../../common/framework/includes/../../config/config.jspf at line 15

12:     bundle.setProperty("slug", "Service_Desk_Online-");
13:     
14:     // Define catalog attributes
15:     Map<String,String> catalogAttributes = CatalogAttributeHelper.getCatalogAttributeConfiguration(
16:         session,
17:         systemContext,
18:         customerRequest.getCatalogId()


Stacktrace:
	at org.apache.jasper.servlet.JspServletWrapper.handleJspException(JspServletWrapper.java:568)
	at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:470)
	at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:390)
	at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:334)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at org.apache.catalina.core.ApplicationDispatcher.invoke(ApplicationDispatcher.java:748)
	at org.apache.catalina.core.ApplicationDispatcher.processRequest(ApplicationDispatcher.java:486)
	at org.apache.catalina.core.ApplicationDispatcher.doForward(ApplicationDispatcher.java:411)
	at org.apache.catalina.core.ApplicationDispatcher.forward(ApplicationDispatcher.java:338)
	at com.kineticdata.ksr.web.KineticSurvlet.gotoPage(KineticSurvlet.java:164)
	at com.kineticdata.ksr.web.KineticSurvlet.gotoPage(KineticSurvlet.java:149)
	at com.kineticdata.ksr.web.servlets.DisplayPage.processRequest(DisplayPage.java:282)
	at com.kineticdata.ksr.web.KineticSurvlet.doGet(KineticSurvlet.java:125)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:620)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.TimeZoneDetectionFilter.doFilter(TimeZoneDetectionFilter.java:109)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.ProfilingRecordingFilter.doFilter(ProfilingRecordingFilter.java:37)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.SecurityFilter.doFilter(SecurityFilter.java:63)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.FramePolicyFilter.doFilter(FramePolicyFilter.java:141)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.CsrfFilter.doFilter(CsrfFilter.java:154)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.StartupFilter.doFilter(StartupFilter.java:55)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at com.kineticdata.ksr.web.filters.CharsetFilter.doFilter(CharsetFilter.java:44)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)
	at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:220)
	at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:122)
	at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:501)
	at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
	at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)
	at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:950)
	at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:116)
	at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:408)
	at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1070)
	at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:611)
	at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:314)
	at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
	at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
	at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
	at java.lang.Thread.run(Unknown Source)
Caused by: java.lang.RuntimeException: There was a problem retrieving the KS_ATT_AttributeTypeInstanceJoin records.
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp$ArsBase.find(common_jsp.java:2352)
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp$ArsBase.find(common_jsp.java:2276)
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp$CatalogAttribute.findByCategoryInstanceId(common_jsp.java:3014)
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp$CatalogAttributeHelper.getCatalogAttributeConfiguration(common_jsp.java:5137)
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp._jspService(common_jsp.java:5962)
	at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)
	at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:432)
	... 59 more
Caused by: java.lang.RuntimeException: Error in ArsBase.jspf. Form cache is null. Restart Tomcat.
	at org.apache.jsp.themes.wmt_005fus_005fsdo.common.common_jsp$ArsBase.find(common_jsp.java:2315)
	... 66 more
2015-11-13 16:24:15,806 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieving KS_SRV_WebUserMessage records using get entry Demo:
    [KS_SRV_WebUserMessage]: '7'="Active"
2015-11-13 16:24:15,814 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieved 21 KS_SRV_WebUserMessage fields as Demo (7ms).
2015-11-13 16:24:15,846 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieved 11 KS_SRV_WebUserMessage records using get entry (40ms).
2015-11-13 16:24:15,847 DEBUG [http-bio-8081-exec-9     ] - RemedyHandler: qual ['7'="Active"] on form [KS_SRV_WebUserMessage] resulted in [11] results.
2015-11-13 16:24:15,848 DEBUG [http-bio-8081-exec-9     ] - Initalized web user messages.  Found 11 entries.
2015-11-13 16:24:15,850 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieving KS_SRV_WebUserMessage records using get entry Demo impersonating Allen:
    [KS_SRV_WebUserMessage]: 'MessageIdentifier'="Generic Error" AND 'SurveyInstanceID'="KS2307dc0ad6e2da4f48d04065349d7b8a71"
2015-11-13 16:24:15,855 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieved 0 KS_SRV_WebUserMessage records using get entry (5ms).
2015-11-13 16:24:15,855 DEBUG [http-bio-8081-exec-9     ] - Retrieved zero web user messages for qualification 'MessageIdentifier'="Generic Error" AND 'SurveyInstanceID'="KS2307dc0ad6e2da4f48d04065349d7b8a71"
2015-11-13 16:24:15,904 TRACE [http-bio-8081-exec-9     ] - {DB} Retrieved 24 KS_ACC_Exception_Handler fields as Demo (7ms).
2015-11-13 16:24:15,905 TRACE [http-bio-8081-exec-9     ] - {DB} Creating new KS_ACC_Exception_Handler record as Demo.
2015-11-13 16:24:15,958 TRACE [http-bio-8081-exec-9     ] - {DB} Saved KS_ACC_Exception_Handler record 000000000002126 (53ms).

But you can see in the stack trace the cause(s)

Caused by: java.lang.RuntimeException: There was a problem retrieving the KS_ATT_AttributeTypeInstanceJoin records.
Caused by: java.lang.RuntimeException: Error in ArsBase.jspf. Form cache is null. Restart Tomcat.

So that should help you figure out what the next step to address the issue should be (assuming you created the JSP and have gotten this far). If you were not the developer, of course, that would be something that would go back to the developer, or not in this case, since they created such a nice error message and told you to restart tomcat.

The Page Not Found (And More) Error

In Kinetic Request we have this error that means, usually, we couldn't find the display page you asked us to use. It can cover other things as well, usually about display.

pageNotFound.png

These errors are also in the Application Log (ks.log for 5.1) as described in the section above, but can be easier to miss. They generally don't come with a big stack trace. 

2015-11-13 17:07:24,727 DEBUG [http-bio-8081-exec-6     ] - Rendering "/themes/apex/displayPage.jsp" for "Anne Test > mimic kore testing".
2015-11-13 17:07:24,731 DEBUG [http-bio-8081-exec-6     ] - ERROR_PAGE_404: Error encountered while processing request from: /kinetic/DisplayPage?srv=KSHAA5V0HJEMVANXBPC8U9YG1AFSF2
2015-11-13 17:07:24,731 DEBUG [http-bio-8081-exec-6     ] - ERROR_PAGE_404: The following page was not found on this web server: /kinetic/themes/apex/displayPage.jsp

There will likely be just a couple of lines of 404 errors.

No Match Found

NoMatchFound.png

It is not unheard of to be attempting a search and not find a match. This can be frustrating however, when you are sure there is a match for the given value. For example, you are searching for "smith" and your name is Smith. But, there is a slight difference there, your name is Smith, not smith. Many systems are case sensitive. This is particularly troublesome when searching for names like McDonald, because for standard names you can force the first letter into capitalization using code before you search whether they entered it in capital or not, but with names like McDonald, that isn't going to help. 

You may also be searching on a database or a particular field in a system that does not allow for a "like" comparison and you must search for an entire value, but you only entered a partial value. Be sure you know what the recipient system is expecting/needing to do the search successfully, and guide/require your customers to enter that.