Primo Central Stopped Returning Results

• Article Type: General
• Product: Primo
• Product Version: 4.3

Problem Symptoms:
* Primo Central unexpectedly stopped returning results.
* No changes had been made to configuration files.
* Customer's IP does not show up in the Primo Central logs, not in the refused request nor in succeeded queries.

Cause:
In order to trace the core issue, use the following Unix command from the FE server:

curl -v http://fe.p.prod.primo.saas.exlibrisgroup.com:1701/PrimoWebServices/services/primo/JaguarPrimoSearcher -H "Content-Type: text/xml" -H "Soapaction: ddd" --data-binary '<soapenv:Envelope xmlns:api="http://api.ws.primo.exlibris.com" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" soapenv:encodingStyle="http://schemas.xmlsoap.org/soap/encodiner><soapenv:Body><api:searchXCompressed><query xsi:type="soapenc:string">Book</query><sort xsi:type="soapenc:string"></sort><strDidumean xsi:type="soapenc:string"></strDidumean><language xsi:type="soapenc:string">eng</language><strFromrom><strTake xsi:type="soapenc:string">10</strTake><asFull xsi:type="xsd:boolean">false</asFull><searchAuthorization xsi:type="soapenc:string">[PRIMO CENTRAL KEY]</searchAuthorization><availabilityAuthorization xsi:type="soapenc:string"><availabilityAuthorization xsi:type="soapenc:string">[PRIMO CENTRAL KEY]</availabilityAuthorization></api:searchXCompressed></soapenv:Body></soapenv:Envelope>'

The result of the above command provides a hint as to what is the root cause of the issue.

For example, (response from the command)
********************************************************************************
* About to connect() to fe.p.prod.primo.saas.exlibrisgroup.com port 1701 (#0)
* Trying 148.110.130.34... Connection refused
* couldn't connect to host
* Closing connection #0
curl: (7) couldn't connect to host
********************************************************************************

In this case the connection was refused by an internal IP within the network, this was a proxy server.

Testing using telnet:
********************************************************************************
telnet 148.110.130.34 80
Trying 148.110.130.34...
Connected to 148.110.130.34.
Escape character is '^]'.

telnet 148.110.130.34 1701
Trying 148.110.130.34...
telnet: Unable to connect to remote host: Connection refused
********************************************************************************
The telnet shows that while port 80 connects, port 1701 is refused.

Resolution:
In this case, fixing the port permission on the proxy server resolved the problem and Primo Central started working again.