Article ID: 118668, created on Nov 15, 2013, last review on Feb 15, 2016

  • Applies to:
  • Operations Automation
  • Business Automation

Symptoms

A Provider or a customer cannot switch between the Operations Automation (OA) and Business Automation (BA) Control Panels.

Clicking the corresponding link in the OA Provider Control Panel or opening the 'Account' tab in the OA Customer Control Panel does not open the BA Control Panel. Instead, a user sees the BA Control Panel login page or the process of switching between Control Panels hangs.

In some instances, an error message like the following may be displayed:

Fatal error

An unforeseen error occurred

Billing is not available now

System error

Server BM_Container is not available

Service Unavailable The corresponding service is not available at the moment, try it within 2-3 minutes.

This article describes basic troubleshooting steps when switching from the OA Control Panel to the BA Control Panel does not work.

Resolution

There are many possible causes of problems with switching from the OA Control Panel to BA. The integration should be verified according to the corresponding integration guide.

First, check if it is possible to log into the BA Control Panel directly, omitting the OA Control Panel. Use the Odin Knowledgebase article BA Control Panel is down or inaccessible: Known issues and troubleshooting to resolve problems with BA Control Panel unavailability.

If it is possible to log into the BA Control Panel directly but users are still unable to switch to it from the OA Control Panel, use the general troubleshooting steps below:

  1. Make sure that OA is using the correct URL for the BA Control Panel. Check the records in poa-ui.log on the OA Control Panel UI (User Interface) server during the attempt to switch between control panels. You can use the tail utility to get the required part of the log file.

    An entry like the following will be stored in the OA UI log when switching to the BA Control Panel:

    2014-10-13 04:43:08,810 ec0098c950 ec-41 DEBUG  BMHelper  loginToBM bm_url=https://pba.provider.com/bss-www/act/system/login/_login query=login_url=/error_login_pcc.html&entry_point=/wnd/BM/MainClass_MainMenu/&logname=imdmitryn&password=***&lang=en_US&__force_sid=487d08519fa5272a30703e52c90e988&_skin=https://<pba.provider.com>/static/skins/default&expired_session_URL=https%3A%2F%2Fpba.provider.com%2Fsingle.html%3Freason%3Dexpired&_skin_version=3&SesParam_PEM_CP_BASE_URL=https%3A%2F%2Fpba.provider.com%2Fservlet%2FTurbine%2Fbw_id%2F2625c3de1f3107104c95c1ec0098c950&SesParam_LOGIN_AS_URL=https%3A%2F%2Fcp.us.na.cloud.im%2Fservlet%2FTurbine%2Fbw_id%2F2625c3de1f3107104c95c1ec0098c950%2Faction%2Fpcp.PLoginHandler%2Fevent1234submit%2FdoCcpLogin%2Fsessionid%2F2625c3de1f3107104c95c1ec0098c950%2Fuser_id%2F%40%40UsersID%40
    2014-10-13 04:43:08,824 ec0098c950 ec-41 DEBUG  BMHelper  PBA.establish connection 0ms.
    2014-10-13 04:43:38,856 ec0098c950 ec-41 DEBUG  BMHelper  PBA.response read 30032ms.
    2014-10-13 04:43:38,857 ec0098c950 ec-41 WARN   BMHelper  [Exception] message:  no cookies in response header!
    

From this entry, you can see which URL is used to login that a response was received in 30 seconds (PBA.response read 30032ms).

If the request reaches BA, you will be able to see the following entry in the BA WWW log:

    [14-10-13 04:43:34.706 WWW  RQ01992 NTE] Inserted a row (SesID=31231) in table Ses
    [14-10-13 04:43:34.719 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=PEM_DOMAIN_URL) in table SesData 
    [14-10-13 04:43:34.729 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=PEM_MORE_TOOLS) in table SesData
    [14-10-13 04:43:34.742 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=PEM_RESOURCES_URL) in table SesData
    [14-10-13 04:43:34.752 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=PEM_ROLES_URL) in table SesData
    [14-10-13 04:43:34.776 UIWorker  RQ01992 NTE] Redirect to sudo1002214-8ec1ff3a6d0e2d1de1ec63de46cf4992/act/system/FrameSet/
    [14-10-13 04:43:34.785 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=www/customization_dir/1002214.customization) in table SesData
    [14-10-13 04:43:34.791 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=www/customization_dir/customization_1000052) in table SesData
    [14-10-13 04:43:34.796 WWW  RQ01992 NTE] Inserted a row (SesID=31231, ParamID=www/customization_dir/customization_ccp_help) in table Ses

If the request is processed successfully, the following record can be seen in the AHRC.log:

    [14-10-13 04:43:34.507 Worker1.3   RQ01992 NTE] Entering method AHRC_Container::Worker1.3.AuthorizeUserByLogin(user = -1, transaction = 0, SID = 0, lang = en, HP)
    [14-10-13 04:43:34.507 Worker1.3   RQ01992 NTE]         4 input arguments :
            int32_t: 0
            string: <user_login>
            *hidden*
            string: 10.2.1.60
    [14-10-13 04:43:34.507 Worker1.3   RQ01992 TRC] +++[0] AuthResult* AHRC::AuthorizeUserByLogin(Int, Str, Str, Str)(UsersID: 0, Login: sofialabadmin, IPAddr: 10.2.1.60)
    [14-10-13 04:43:34.513 Worker1.3   RQ01992 TRC] [ACL] No ACL defined
    [14-10-13 04:43:34.633 Worker1.3   RQ01992 TRC] ---[0] AuthResult* AHRC::AuthorizeUserByLogin(Int, Str, Str, Str)
    [14-10-13 04:43:34.634 Worker1.3   RQ01992 NTE] Finished method AHRC_Container::Worker1.3.AuthorizeUserByLogin(user = -1, transaction = 0, SID = 0, lang = en, HP)

Verify that the hostname and IP address of the BA Control Panel are correct in the 'bm_url' parameter.

If the parameters are incorrect, check the properties of the BMBridge OA package:

1.1. Log into the OA Provider Control Panel

1.2. Go to Deployment Director > Server Manager > Hardware Nodes and click on the OA Management Node (OA Core server)

1.3. Switch to the Packages > PPM tab

1.4. Click on the icon on the right of the BMBridge package and switch to the Package properties tab

1.5. Verify the values of all parameters displayed on the screen

If some parameters are incorrect, contact the Odin Support Team to correct them

  1. If the parameters in the poa-ui.log are correct, check the request from the OA Control Panel reaches the BA Application server. To do this, check if new records appear in the following BA log files during the attempt to switch from OA to BA:

    • www.log
    • AHRC.log
    • BM.log
    • muxd.log
    • atm.log

    If the above log files are not being appended with new entries, this means the request from OA isn't reaching the BA Control Panel.

    Verify network connectivity through the backnet between the OA Management Node, UI, privacy proxy, and branding servers, as well as the BA Application server. Make sure all nodes can resolve the correct hostnames (this is especially important if switching for resellers does not work).

    Refer to the Odin Service Automation Firewall Configuration Guide for the list of network ports that need to be open between different servers in the Odin Service Automation infrastructure.

  2. If the request from the OA Control Panel reaches the BA Application server, check the logs listed above for error messages during the attempt to switch to the BA Control Panel. The most typical error messages are:

    No root access granted for this address

    Login or Password is incorrect

    Illegal cookie name

    Search the Odin Knowledgebase for the solutions using the found error messages, or see the "Known Issues" section below.

Known Issues

  1. Slow switching from the OA Control Panel to the BA Control Panel.

    Resolution: https://kb.odin.com/6877

  2. Cannot switch to the BA Provider Control Panel, the error message 'No root access granted for this address' appears in the BA log files.

    Resolution https://kb.odin.com/114954

  3. Cannot switch to the BA Provider Control Panel, the error message 'Login or Password is incorrect' appears in the BA log files.

    Resolution: https://kb.odin.com/117086

  4. Cannot switch to the BA Provider Control Panel, the error message 'Illegal cookie name' appears in the BA log files.

    Resolution: https://kb.odin.com/114358

  5. The link to switch to BA is missing in the OA Control Panel.

    Resolution: https://kb.odin.com/116798

  6. Switching from OA to BA does not work in the Safari browser on Mac OS X.

    Resolution https://kb.odin.com/3496

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