CCRC login error: The server cannot be contacted. Please contact your system administrator

Technote (troubleshooting)


Problem(Abstract)

This technote explains how to resolve an error, The server cannot be contacted. Please contact your system administrator, that can occur when trying to logon to the CM Server from a IBM Rational ClearCase Remote Client (CCRC).

Symptom

  • When users try to connect to CM server from CCRC they receive the error:

    The server cannot be contacted. Please contact your system administrator.



    However, the same users can browse to the URL through a Web browser and see the following message which verifies that the Web service is running. ttp://stp.rational.ibm.com/ws/teamservice}Team

    Hi there, this is a Web service!




  • When a user tries to login to a CM server with CCRC, the CM server fails after the login succeeds. Error message from CCRC client:

    The server cannot be contacted.  Please contact your system administrator.                                                           CRVAP0220E Conflict error: CRVSV1090I RPC server has unexpectedly exited. Any un-saved work may has been lost.    


    Corresponding error message on the server side: /opt/ibm/RationalSDLC/common/CM/profiles/cmprofile/logs/server1/SystemOut.log


    [5/10/13 11:54:39:834 CEST] 00000025 CMLogger      I com.ibm.rational.stp.server.cc.CcProxy doLogin CRVSV0900I ClearCase login of user 'user1' onto server 'ClearCase - 2.13197' succeeded.
    [5/10/13 11:54:39:905 CEST] 00000025 CMLogger      W com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory$BaseServer testIfServerHung CRVSV0908W Test of backend ONC RPC server 'ClearCase -  2.13197' failed with an RPC, socket or I/O error. The server process will be terminated if it has not yet exited.
    [5/10/13 11:54:39:906 CEST] 00000025 CMLogger      W com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory$BaseServer testIfServerHung CRVSV0212I Initiated cleanup of failed backend ONC RPC server ID: ClearCase - 2.13197
    [5/10/13 11:54:39:906 CEST] 00000025 ConnectionEve A   J2CA0056I: The Connection Manager received a fatal connection error from the Resource Adapter for resource eis/com/ibm/rational/stp/server/oncrpc/CcRpc.  The exception which was received is com.ibm.rational.stp.server.oncrpc.RPCUnexpectedlyExitedException:
    [5/10/13 11:54:39:910 CEST] 00000025 CMLogger      W com.ibm.rational.stp.server.rpc.Response invokeMethod StpException: RPC 'FETCH_PROPS' (3)    


Cause

There are various possible causes for this issue which include the following:

  1. One possible cause is that C:\Program Files\IBM\RationalSDLC\common is too far down in the system Path environment variable.

    To verify this:
    1. Type set in a command prompt.
    2. Make note of where C:\Program Files\IBM\RationalSDLC\common is located.
    3. If it is towards the bottom or end of the system Path, this may be the cause.




      Note
      : The positioning of C:\Program Files\IBM\RationalSDLC\common in the above path.
  2. A memory allocation issue on the WAS server.
  3. This error also occurs if the user does not use the full and correct Team URL. For example, if the user enters http://myserver or http://myserver:12080.
  4. This error may also occur as a result of defect APAR PK91671.
  5. There are no ClearCase licenses. ClearCase licenses may not be setup properly on the license server host.
  6. This may occur if the server has region map enabled and the user region map file has restrictive permission's or was incorrectly placed in a directory that has restrictive permission's.

    For the error "CRVAP0220E Conflict error" noted in the symptom above:
    The region mapping may be missing the default region, and the group mapping was restricting access in a way that was fitting the symptoms, for instance, the group memberships of the succeeding and failing accounts.
  7. This can also occur if the CCRC temp directory is not writable by the remote-user attempting login.
  8. The installed client version may not be compatible with the CM server version.


Diagnosing the problem

Additional Troubleshooting tips:

  • Verify that the problem is not caused by an authentication issue as described in
    technote 1226161
    Unable to authenticate using PAM from CCWeb, MSWeb or CCRC clients

  • Check the CM server logs for errors reporting memory allocation issues.
    To verify this check the CM server system log found at:

    Default path Unix: /opt/rational/common/CM/profiles/cmprofile/logs

    Example: /opt/rational/common/CM/profiles/cmprofile/logs/server1
    /SystemOut.log


    Default path Windows:

    C:\Program Files\IBM\RationalSDLC\common\CM\profiles\cmprofile\logs

    Example:
    C:\Program Files\IBM\RationalSDLC\common\CM\profiles\cmprofile\logs\server1\SystemOut.log

    Here is a snippet from this log when the CM server does not have enough memory available:

    ----------------------cut--------------------
    Caused by: com.ibm.rational.stp.server.oncrpc.OncrpcServer$StartupException: CRVSV0202E Unable to start server: ccrpc.sh: java.io.IOException: Cannot
    allocate memory at com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory$Base
    Server$StartServerAction.run(OncrpcManagedConnectionFactory.java:2937)
    at java.security.AccessController.doPrivileged(AccessController.java:246)

    ----------------------cut--------------------

    For Cause 7


    The following error will be seen in the logs (note that the first entry actually shows the login of the failing user as having succeeded, even with the failure):

    [4/2/10 21:26:46:125 EDT] 00000024 CMLogger      I com.ibm.rational.stp.server.cc.CcProxy doLogin CRVSV0900I ClearCase login of user 'DOMAIN\test' onto server 'ClearCase - 2.7428' succeeded.                                                                  

    [4/2/10 21:26:55:125 EDT] 00000027 CMLogger      W com.ibm.rational.stp.server.oncrpc.OncrpcManagedConnectionFactory
    $BaseServer testIfDied          

    CRVSV0212I Initiated cleanup of failed backend ONC RPC server ID: ClearCase - 2.7428  


    Running a tool like Process Monitor will also clearly show ACCESS DENIED errors when attempting to write to the temp location.

Resolving the problem

Solution for Cause 1

Move the path to the common directory toward the beginning of the variable.


This can be done from the GUI:

  1. Right-click My Computer
  2. Choose Properties
  3. Select the Advanced tab
  4. Choose Environment Variables at the bottom of the window
  5. Modify the PATH variable such that C:\Program Files\IBM\RationalSDLC\common is towards the beginning of the path.
  6. After that change is made, type set in the command prompt to verify the change is correct. It should look similar to this:

    Path="C:\Program Files\IBM\RationalSDLC\ClearCase\bin";"C:\Program Files\IBM\RationalSDLC\common";"C:\Program Files\IBM\RationalSDLC\clearcase\etc\utils";C:\WINDOWS\system32;C:\;C:
    \WINDOWS...

Solution for Cause 2

Add more memory to the CM server.

Solution for Cause 3

Use the correct form of the team URL as described in technote 1329952.

For example, use:
http://myserver/TeamWeb/services/Team or http://

myserver:12080/TeamWeb/services/Team

Note: The URL http://hostname:12080/TeamWeb/services/Team is case sensitive.


Solution for Cause 4

Refer to technote 1403562 Windows 2008 64 Bit CM Servers fail logins when CCRC clients have primary group preference enabled for further details about APAR PK91671 and workaround.

Solution for Cause 5

Ensure that the ClearCase license files exist and contain correct information.


Check for the /var/adm/rational/clearcase/config/flexlm_host
file to see if it exists and has the correct contents.

If ATRIA licenses are being used, check to see if the license.db file exists and contains the license keys.
Also, check for the existence of the /var/adm/rational/clearcase/config/license_host file which should contain the hostname of the license server.



Solution for Cause 6

Move the user region map file (and change the path value in the ccrcUserRegionMapfile mBean) to a common area. Avoid storing it in IBM Application directories as those could be modified or removed during upgrades/installations.

For the error "CRVAP0220E Conflict error":
Add the default mapping.


Solution for Cause 7

Ensure that the CCRC temp directory is writable by all users who will be logging on remotely.

Note: CM Server will try to write to the following locations for temp storage (in this order):

  • Location specified by ccrcTempDir mbean value.
  • Location specified by TEMP environment variable (generally the system TEMP location will be used, unless the WAS service is running under different credentials -- in which case, that user's TEMP variable location will be used instead).
  • On Windows, the root of the C: drive.


Solution for Cause 8

Refer to technote 1224586 System Requirements for the ClearCase Remote Client for information about client and server requirements.

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Document information


More support for:

Rational ClearCase
ClearCase Remote Client

Software version:

7.1, 7.1.0.1, 7.1.0.2

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1373322

Modified date:

2013-05-20

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