- Product: campusM
- Operating system: iOS, Android
- Unable to log into the App / Web Portal via an authenticate profile (consistently or intermittently).
- Integrations (e.g. Timetable, Email, Library ...) intermittently not responding
Step 1: Identify whether the WSDL is publicly accessible
The first step of troubleshooting would be to identify whether the WSDL is publicly accessible. To do this you would need to enter the following URL in a web browser:
The basic authentication credentials can be located on the Tomcat server at $TOMCAT_HOME/conf/tomcat-users.xml
Enter WSDL URL into sslshopper:
Step 3: Check Connect layer
On the Connect Layer server, identify whether Tomcat is up and running by using the following command:
ps –ef | grep tomcat
If the output of this command contains the whole path to the tomcat folder then it is running.
Alternatively, depending on if Tomcat has been configured to run as a service, you can use the following command:
service tomcat status
Step 4: Identify whether the WSDL is accessible locally
Step 5: Check the Tomcat logs
Check the catalina.out and localhost logs for the following (errors which would indicate a system down):
- java.io.FileNotFoundException Too many open files
- Exceeded MaxThreads exception
Step 6: Identify whether the connections have built up on the Connect layer
On the server, run the following command:
netstat -a | grep ‘hostname’
Step 7: Diagnose which services are responding slowly
Run manual curl requests for the pertinent integrations to determine whether the API or database connections are responding slowly.
Step 8: Check ALL Tomcat nodes behind the load balancer
If you are experiencing intermittent outages this could be pointing to an issue with one or more of your Connect layer nodes not responding correctly. Please repeat the checks from from Step 3 onwards to diagnose if a particular tomcat node is at fault.
Firewall / Load Balancer
Please inform us beforehand if you are going to make any changes to your networking and firewall rules. If the changes have been misconfigured, it may result in the application becoming unresponsive. For example, there may be an issue with routing between the load balancer and Tomcat server or between the Tomcat server and the backend systems with which campusM communicates and integrates.
- Article last edited: DD-Mmm-YYYY