Use these tasks to resolve Tealeaf errors.
Error connecting to the TMS service
If you configured the non-SSL mode for the TMS service, the following error displays when you access TMS: There was an error connecting to the TMS service.
- Log in to the Management System (TMS).
- On the Worldview tab, expand the Management Server, and click Management System Configuration.
- In the Config Actions area, click View/Edit.
- Verify that the value of the UseSSL parameter to 0.
By default, the value of the UseSSL parameter is 1.
Make sure that you verify the value on the master and the slave TMS servers.
- Save and apply your changes.
- On the TMS master server, go to $Tealeaf_Home\Portal\WebApp.
- Open the web.config file, and add the following entry in the
<appSettings>
section:<add key="TMS_USE_SSL" value="false"/>
The following section is an example of the<appSettings>
section in the web.config file:<!-- AppSettings --> <appSettings> ...... <add key="TMS_USE_SSL" value="false"/> ...... </appSettings>
- Save your changes in the web.config file.
- On the TMS master server, go to $Tealeaf_Home\Portal\WebService.
- Open the web.config file, and add the following entry in the
<appSettings>
section:<add key="TMS_USE_SSL" value="false"/>
The following section is an example of the<appSettings>
section in the web.config file:<!-- AppSettings --> <appSettings> ...... <add key="TMS_USE_SSL" value="false"/> ...... </appSettings>
- Save your changes in the web.config file.
- Restart the TMS and World Wide Web publishing services on the master server, and the TMS service on the slave servers for your changes to apply.
IndexWizard.dll is incompatible
In some cases, the Viewer presents a message indicating the IndexWizard.dll
is incompatible. Use the procedure documented here to address this issue.
An RTV dialog displays the following:
IndexWizard.dll is incompatible, Viewer cannot find .tlx file.
- Open a command prompt window in the RTV Viewer install directory.
- Run the following command:
regsvr32 IndexWizard.dll
No sessions could be loaded from result set
When completing a search in RTV for completed sessions, you may receive an error similar to the following:
No sessions could be loaded from result set RS_20091124-992233-000 on
server cximpact:19000
If you receive the above error, enter the following URL in your browser:
http://cximpact:19000/version
If the above URL fails to return XML containing the version information of the Search Server (TLSrchSrv
), then try the following URL:
http://cximpact.mycompany.com:19000/version
If the above returns XML, then you must provide the fully qualified name of your Search Server as an alias in Search Server configuration. Complete the following steps.
- Log in to the Portal as an administrator.
- In the Portal menu, navigate to TMS.
- Select the server that contains the Search Server being accessed by your local instance of RTV.
- Click the Search Server node.
- Click Search Server configuration.
- In the Actions panel, click View/Edit.
- In Search Server configuration, enter the fully qualified name for the Search Server, which may be in the following format:
cximpact.mycompany.com
- No
http://
is required. - No port number (
19000
in examples) is required.
- No
- Click OK.
- In TMS, configure a task to push this Search Server configuration to other servers.
- When the job completes, re-execute your search to see if results are returned.
Report Builder drill-down: No matches for search
In the Report Builder, if drill-down is enabled, you can click links in the Report Builder detail table to review the list of underlying sessions that provided the source data for the item in the table. In some cases, when you click a non-zero linked number, you may not receive any sessions in return, instead receiving a message similar to the following:
There were no matches to your search, as it may be one of XX session(s)
pending indexing. Please wait a moment and try again.
where XX
is a number.
It is possible that this issue is caused by a backlog of sessions waiting to be indexed. Typically, however, the appearance of this message when a Report Builder drill-down is clicked is caused by an embedded limitation in the number of sessions that can be returned.
To prevent Search Server from crashing when retrieving too many sessions, a limit of 16,384 maximum sessions can be returned from a query, such as a drill-down query. If the number of requested sessions exceeds this limit, Search Server silently fails the request. As a result, the Portal receives no sessions back from Search Server and posts the above message.
- In the Search Server logs, a
Nothing Found
message is posted. - A more descriptive message is included in the Search Server log in a later build:
Max results = XX is too high for a same-page search. The limit is 16384.
Where
XX
is a number.
Report Builder integrates drill-down searches using And on Same Page queries, which can generate large numbers of results from Report Builder. In many cases, drill-down queries from relatively simple reports can exceed this 16,384 session limit.
To patch the issue, you can reduce the maximum number sessions that are returned in a session segment.
- Log in to the Portal as an administrator.
- From the Portal menu, navigate to Portal Management .
- From the left navigation pane, click the CX Settings category.
- Click the Search link.
- For the
Session Segment Max Sessions Limit
, set the value to1000
or less. - Click Save.
- Try the drill-down link again.
If the link still returns 0 sessions, you should resize it to 1. If that fails, then reset the value to 1000 and contact Support..
Tealeaf Technology Error: Data length
To address Tealeaf Technology Error Data length messages, use the procedure described here.
You might receive the following error:
Tealeaf Technology Error: Data length (xxxxxx) exceeds maximum size (yyyyyy).
Body discarded.
Make the following changes to capture the body:
- CX Passive Capture Application (PCA server) configuration: Only apply the following if you have a CX Passive Capture Application server: Adjust
Max response size
on the Pipeline tab of the PCA Web Console. - CX RealiTea Viewer Server configuration: Adjust
MaxDataSize
in the[Globals]
section ofTealeafCaptureSocket.cfg
. Restart the Transport Service afterward.
ulimit
core file size
On restart of Web Console, you might encounter a ulimit
core file size limit error.
When the PCA Web Console is started or restarted, the following error may appear in the PCA log file:
tealeaf/bin/tealeaf: line 323: ulimit: core file size: cannit modify limit:
operation not permitted.
The ulimit
command is a Linux™ system utility. In most cases, this utility is run by the root user when the PCA script is first run. Then, the PCA is restarted using the PCA user, which is the ctccap
user by default.
When the PCA starts using the non-root user, it defines the default system-level settings using ulimit
, specifically to allow unlimited core file size. PCA uses this utility to provide core files when a PCA crash occurs for troubleshooting activities. Depending on the security, system policy that is used for the installed Linux OS, as well as platform and version dependencies, ulimit
may not work as expected from the non-root user PCA perspective.
You can see what the default setting is when running under the non-root user:
su ctccap
ulimit -c
The expected line to look at is this:
core file size (blocks, -c) unlimited
In some Linux environments, the behavior of the ulimit
utility is modified from which is expected by the PCA cript that is used at startup, and the ability to set the core file size to an unlimited size is blocked.
To fix this issue, complete the following steps:
- Edit the following configuration file, which is used to set the default
ulimit
core limits (-c
option) for specific users.Note: The PCA user should be used to perform the file modifications. By default, this user isctccap
./etc/security/limits.conf
- To set the core setting to unlimited for both hard and soft limits, add the following two lines:
ctccap hard core unlimited ctccap soft core unlimited
where
ctccap
corresponds to the PCA user. - Verify that there are no lines in the file that set the core setting for all users (
*
). - Save the file.
- Restart the PCA.
- Check the log files to confirm the issue was resolved.
Unable to add Active Directory groups through Search Server configuration
If you added a new domain or enabled new Active Directory groups in your domain, you may not be able to add them through Search Server configuration.
When you try to add the groups through TMS, you might receive the following error:
Error getting domain groups!
The Search Server log might contain an error message similar to the following:
Authorization error: NetGroupGetUsers() error
(domainServer: \\MyServer group: corp\TealeafPortal): Access is denied.
This issue may be caused by access permissions to the set of groups on the domain. In many environments, new domains are defined to permit any client, such as Search Server, to be able to access the group information anonymously. This "Anonymous Binds" security policy in Active Directory enables Tealeaf to use the group information for authentication.
In some environments, this anonymous access is not permitted. You may be able to access the group information by running the Search Server configuration utility on the authentication master server using a named user. Complete the following steps.
- If you do not know it already, locate the name of the authentication master through TMS:
- Log in to the Portal as an administrator.
- From the Portal menu, navigate to TMS .
- From the WorldView tab, select View > Servers.
- Expand the Search Server configuration node.
- Click Search Server configuration. In the Config/Actions panel, click View/Edit.
The Search Server configuration is displayed.
- In the Authentication window, review the value for the Auth Master setting.
This value is the Authentication master in your Tealeaf environment.
- Cancel your changes and exit TMS.
- On the Authentication Master server, you must configure the Search Server configuration utility to run as a named user that has access to this user group information.
- Log in to the Authentication Master server as an administrator.
- From the Start menu, open the Windows™ Services control panel.
- Right-click Search Server and select Properties.
- On the Login tab, select to use
This Account
. - Enter the username and password for a user that is permitted access to domain group information.
- Save changes.
- Restart Search Server.
Unable to connect to search servers
If the Portal is unable to communicate with the Search Server(s), even when the destination server or servers is specified by IP net address or fully qualified domain name in the Portal, you can debug the issue as described here.
To debug the issue where Portal is unable to communicate with the Search Server(s), set the log level to 9.
When the log level is set to 9, the following error may appear in the Portal log:
Error creating the Web Proxy specified in the 'system.net/defaultProxy'
configuration section. ---> System.DllNotFoundException: Unable to load
DLL 'rasapi32.dll': A dynamic link library (DLL) initialization
routine failed. (Exception from HRESULT: 0x8007045A)
If the above error appears, .NET/ASP .NET may be inheriting a different set of proxy settings from those specified in the Portal. To fix this issue, the Portal must be configured to not inherit these settings.
The solution is to add the following XML to the Portal's Web.Config
file:
<system.net>
<defaultProxy>
<proxy usesystemdefault="false"/>
</defaultProxy>
</system.net>
The Web.Config
file is stored in the following location:
<install_directory>\Portal\WebApp