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jonesjo's avatar
jonesjo
Visitor
7 years ago

Collaborator users homepage is not loading

Collaborator user's home page is not loading.   It simply says loading and never loads.    We are seeing this in the error log:

 

Mar 16, 2018 11:31:23 AM org.apache.catalina.core.ApplicationContext log
SEVERE: Exception while dispatching incoming RPC call
com.google.gwt.user.server.rpc.UnexpectedException: Service method 'public abstract com.smartbear.ccollab.datamodel.client.unversioned.IDashboardData com.smartbear.ccollab.datamodel.client.unversioned.IUnversionedClientApi.getDashboardData(boolean) throws com.smartbear.ccollab.service.api.v7001.ServiceRuntimeException' threw an unexpected exception: java.lang.NullPointerException
at com.google.gwt.user.server.rpc.RPC.encodeResponseForFailure(RPC.java:415)
at com.google.gwt.user.server.rpc.RPC.invokeAndEncodeResponse(RPC.java:605)
at com.smartbear.ccollab.rpc.RpcGwtServlet.processCall(RpcGwtServlet.java:275)
at com.google.gwt.user.server.rpc.RemoteServiceServlet.processPost(RemoteServiceServlet.java:373)
at com.google.gwt.user.server.rpc.AbstractRemoteServiceServlet.doPost(AbstractRemoteServiceServlet.java:62)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:648)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:291)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at com.smartbear.ccollab.AuthTicketFilter.doFilter(AuthTicketFilter.java:98)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at com.smartbear.ccollab.CollabCleanupFilter.doFilter(CollabCleanupFilter.java:30)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:217)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:106)
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:502)
at com.smartbear.ccollab.auth.AuthTicketValve.invoke(AuthTicketValve.java:32)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:142)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:88)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:518)
at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1091)
at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:673)
at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1500)
at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.run(NioEndpoint.java:1456)
at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$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.NullPointerException

  • OlegB's avatar
    OlegB
    SmartBear Alumni (Retired)
    7 years ago

    jonesjo

     

    Try to refresh the server instance by following the steps below:

    1. Stop the "ccollab-server" daemon/service.
    2. Delete all of the files and folders in the "<INSTALL_DIR>\tomcat\webapps" directory.
    3. Delete all of the files and folders in the "<INSTALL_DIR>\tomcat\work" directory.
    4. Make sure you only have one .xml file (ROOT.xml) in the "<INSTALL_DIR>\tomcat\conf\Catalina\localhost" directory. (Please note - all files with a ".bak" extension may remain.)
    5. Start the "ccollab-server" daemon/service. 

     

    As a result, Collaborator will load all needed jar files from scratch. 

     

    If the issue still persists, try to enable the debugging session in the WebUI and check the error details:

    https://smartbear-cc.force.com/portal/KbArticleViewer?name=How-to-collect-debugging-log-file-using-the-Web-UI&sp=collaborator