Internal Error displayed when trying to perform a search

Note: Applies to DocuShare Version 6.6.x or higher.

Issue

When trying to perform a search, the following error is displayed:

Error Code: 2

Internal error.

 Stack Trace:

com.xerox.docushare.DSBadStateException: Caught AciException: com.autonomy.aci.exceptions.AciException: Failed to parse the response due to a problem with the returned XML: Failed to parse the response due to a problem with the returned XML

Possible Cause \ Reason

An application on the server (like an Anti-Virus or some other software) is conflicting with the ports used by IDOL.

To verify this is the case, please check the following points:

1. Run the following command in a command prompt.

   1. Change into the <dshome>\bin directory.

   2. Type dsservice status.

      The index server is in unknown status.

       

2. In Idolserver.stdOut:

20 Apr 2017 16:45:21 - [Thread[Thread-20,5,main]] - 20/04/2017 16:45:21 [0] Could not create TCP listener (Bad Parameter Value).

20 Apr 2017 16:45:21 - [Thread[Thread-20,5,main]] - 20/04/2017 16:45:21 [0] ACI server failed with an unknown error.

1. DocuShare is stuck at Phase four of the starting. In Monitor.log:

20 Apr 2017 16:45:50 [main] INFO   - MonitorServerImpl.callStartOnServers: starting service IndexServer

…

20 Apr 2017 16:52:13 [main] WARN   - The tomcat http port is blocked

20 Apr 2017 16:52:13 [main] WARN   - The tomcat bridge port is blocked

20 Apr 2017 16:52:13 [main] WARN   - The tomcat server control port is blocked

20 Apr 2017 16:52:13 [main] FATAL  - Tomcat port blocked - aborting system start

…

20 Apr 2017 17:45:21 [main] ERROR  - MonitorServerImpl.callStartOnServer: caught RemoteException exception calling IndexServer

Solution

1. Check the ports used by IDOL:  run the following commands from <dshome>/bin.

    

   Idoltool

    

   -------

    

   Running idoltool
   
   

   >info

    

2. Check what applications are locking the same ports on the server: you can download and use TCPView utility

    

3. The IT department needs to change the port used by the applications in conflict with IDOL ports.

    

Solution Published: June 21, 2017

Solution ID: 1888