IBM Support

Troubleshoot blank screen when logged in to Netcool Impact

Troubleshooting


Problem

After a user logs in to Netcool Impact application GUI, the user sees either a blank screen or a page with a link to this document.

Symptom

The user sees a blank page with an empty sidebar when logged in to the Impact GUI. An error message is reported to the user:
Error. Impact task deployment failed. To resolve the issue, please see http://www.ibm.com/support/docview.wss?uid=swg22000341

Cause

During the installation or upgrade of the Impact GUI server, the installer process re-deploys the Impact GUI application into the Liberty web server.
The re-deployment task relies on a HTTP REST call which can fail for several reasons:

- The REST call failed due to problems resolving the hostname or IP address of the GUI server.
- During an upgrade, invalid credentials were provided to the installer.
- The HTTP SSL request failed due to SSL configuration issues such as the use of TLS 1.3 protocol when only TLS 1.2 is supported.

Diagnosing The Problem

Log in to the Impact GUI.
Open the REST interface found at https://GUI_HOST:GUI_PORT/ibm/console/rest/deployments/details. This interface reports what pages are deployed to the GUI server. 
If the installer failed to deploy the Impact GUI, you see no deployments:
{
   "about": "https://hostname:16311/ibm/console/rest/deployments/details",
   "allDeployments": [
   ],
   "schemaGET": "https://hostname:16311/ibm/console/rest/deployments/details/schemaGET"
}

As a workaround, users can open the Impact welcome page directly by opening https://GUI_HOST:GUI_PORT/impactAdmin/jsp/impactAdminView.jsp


For fix pack 7.1.0.22 or 7.1.0.23, check if the following file exists:

IMPACT_HOME/wlp/usr/servers/ImpactUI/apps/blaze.war/WEB-INF/custom.properties

Verify the authorization.host property is correctly set.
authorization.host=impacthost

For more information about the property and how to troubleshoot it, see APAR IJ35798.

Resolving The Problem

Procedure to deploy the Impact GUI

Note: The Impact GUI server must be running.
Use the following command to deploy the Impact GUI. The command attempts to deploy the Impact GUI with the URL specified by the consoleRest parameter (https://localhost:16311/ibm/console/rest). If localhost isn't resolvable from the server, substitute the hostname in the consoleRest URL with an IP address or the fully qualified host name.
<IMPACT_HOME>/sdk/jre/bin/java -jar <IMPACT_HOME>/cli/cli.jar -deployUrl /impactAdmin/jsp/impactAdminDeploy.jsp -consoleRest https://localhost:<GUI_PORT>/ibm/console/rest -deployNotificationUrl https://localhost:<PORT>/impactAdmin/NCLogoutServlet -username <ADMIN_USER>-password <ADMIN_PASSWORD>
Where:
  • IMPACT_HOME: Is the installed location of Netcool/Impact.
  • GUI_PORT: Is the port number of the Impact GUI server (default is 16311).
  • ADMIN_USER: Is the administrator username such as impactadmin.
  • ADMIN_PASSWORD: Is the administrator password.

No restart of the server is needed. Clear the browser cache.
Following execution of the command, the following content is displayed upon loading this URL

https://GUI_HOST:GUI_PORT/ibm/console/rest/deployments/details
 
{
  "about": "https://hostname:16311/ibm/console/rest/deployments/details",
  "allDeployments": [
    {
      "created": "2017-03-02T14:50:26-05:00",
      "deployURL": "/impactAdmin/jsp/impactAdminDeploy.jsp?showAM=yes",
      "deployment": "https://hostname:16311/ibm/console/rest/deployments/details?deploymentid=i1",
     "deploymentID": "i1"
    }
  ],
  "schemaGET": "https://hostname:16311/ibm/console/rest/deployments/details/schemaGET"
}

If the deployment command fails, retry the command with the -verbose parameter. Capture the output and contact support.
<IMPACT_HOME>/sdk/jre/bin/java -jar <IMPACT_HOME>/cli/cli.jar -deployUrl /impactAdmin/jsp/impactAdminDeploy.jsp -consoleRest https://localhost:<GUI_PORT>/ibm/console/rest -deployNotificationUrl https://localhost:<PORT>/impactAdmin/NCLogoutServlet -username <ADMIN_USER>-password <ADMIN_PASSWORD> -verbose
Procedure to deploy the Impact GUI (7.1.0.26 or later)

Starting with the 7.1.0.26 release, the error page includes links to deploy the Impact GUI task or open the Impact GUI directly.

To deploy the Impact GUI from the browser, select the "Click here to repair the deployment" link. Refresh the browser after clicking the link. If the initial attempt does not work, clear the browser cache and restart the browser. Log in to the Impact GUI again and re-try the link.
To open the Impact GUI directly instead, select the "Click here to open the Impact console" link.

[{"Product":{"code":"SSSHYH","label":"Tivoli Netcool\/Impact"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Netcool\/Impact","Platform":[{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"},{"code":"PF002","label":"AIX"},{"code":"PF035","label":"z\/OS"}],"Version":"7.1.0","Edition":"Advanced","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
17 June 2022

UID

swg22000341

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