Troubleshooting

When you contact Axway Support with a problem, be prepared to provide the following information for more efficient service:

• Product version and build number
• Database type and version
• Operating system type and version
• Description of the sequence of actions and events that led to the problem
• Symptoms of the problem
• Text of any error or warning messages
• Description of any attempts you have made to fix the problem and the results

Installation

The following sections cover the troubleshooting actions you can perform for errors related to the Axway Installer.

Installation of Repository on an Oracle database using custom URL

When you install an Oracle Repository database using a custom URL, you encounter this error:

Please wait while execution process is being prepared!
An error was encountered when running Script_taskInstall.execute() from file
synCompTaskInstall of product Datastore: Traceback (innermost last): File
"<string>", line 1, in ? File
"/home/axway/AxwayDev/tmp/kit/Components/Datastore_V2.3.0/synDatastoreCompTaskIn
stall.py", line 40, in execute File
"/home/axway/AxwayDev/tmp/kit/Components/Datastore_V2.3.0/synDatastoreCompTaskCo
mmon.py", line 63, in createAISRepositoryDBEntry File
"/home/axway/AxwayDev/tmp/kit/Components/Datastore_V2.3s.0/synDatastoreCompTaskCo
mmon.py", line 55, in createOrUpdateAISRepositoryDBEntry TypeError: _add_ nor
_radd_ defined for these operands
(Press Enter to continue)

Workaround: Do one of the following:

• Contact Axway support to get the this workaround: https://support.axway.com/kb/181055/language/en.
• Do not use a custom URL for Repository component: uncheck Use custom URL for Repository. As a result, you must use the classical wizard with hostname, port and so on.

UNIX installation

On some UNIX machines, where several installations were performed by different users in the past, you can encounter the following error at the installation time:

Workaround: Selecting Retry usually solves the issue but only if the existing update.sh from \tmp was deleted. If not, set the TEMPORARY_DIR environment variable before starting the installation, to point to an empty folder.

Cluster installation on Unix/Linux

When installing on a Cluster First node, take note of the parameter value Shared Directory, as it is not filled by the Shared Directory but by the Local Directory. Make sure you update it with the correct value.

Error when configuring on Linux in GUI mode

An error occurs after the splash screen when you start the configuration on Linux with GUI mode (configure.sh).

Workaround: Start the configuration again in Console mode, configure.sh -m console.

Installer page updates when using X-windows

On Linux, when running the Installer in GUI mode using X-windows the pages are not updated properly. In some cases text fields are shown without labels making it impossible to know what to enter.

Workaround: Drag and drop the Installer page partially outside of the workstation window and then back again in order to update it.

java.lang.OutOfMemoryError

When the Java Virtual Machine runs out of memory a java.lang.OutOfMemoryError is thrown and the installation fails. For example, this could happen when decompressing a large archive.

Workaround: Specify the memory allocated at installation time by adding the following parameters when launching the setup:

• on Windows: setup32.exe -Xms512m -Xmx1024m Install <....>
• on Unix: /setup.sh -javaargument -Xms512m -javaargument -Xmx1024m Install <....>