Unable to access the portal sites

If you are unable to access the login page of a portal site, getting a blank page, an HTTP 404, or some other error.

A portal site outage can occur for one of the following reasons:
  • The portal site is down.
  • The portal subsystem is down (and so all sites are down).
  • The access attempt is not reaching the portal due to a problem in the network or Kubernetes environment.
Check for the following problems:
  • Does the access attempt reach the portal subsystem?
    To confirm that your browser is able to reach the portal site, check the admin container logs of the portal's www pods. The nginx process that runs in the admin container is the entry point for site access. For every attempt to access a portal site, the admin container logs the HTTP call, for example: 
    # kubectl logs abc-portal-site1-www-0 -c admin | grep nginx
...
[     nginx stdout]   584 ce6ce0:adad58:00580c 2022-05-27 12:57:38: "9.145.11.161, 9.20.85.206" portal.site1.example.com "GET /providerorg1/sandbox/ HTTP/1.1" 200 5026 5315 5992 "-" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/101.0.4951.64 Safari/537.36" 0.330 "-"
...
    Note: On v10.0.6, v10.0.5.4 and previous releases, the nginx logs are in the web container. Use the same command, but replace -c admin with -c web.
    If the admin container logs nothing at the time the site access is attempted, then check for:
    • Network problems between your browser and the portal subsystem.
    • Problems with Kubernetes ingresses or OpenShift routes to the portal web endpoint.
  • Are the portal subsystem pods all up and running?

    Run kubectl get ptl to check that your portal pods are running. If this does not show that all pods are running, then check which pods are failing: kubectl get pods. If you are on Kubernetes or OpenShift, then check why the pods are failing to start with kubectl describe <pod name>. On the portal subsystem, the -db- pods must be running first; the other pods do not start until the -db- pods are running.

  • If the admin container logs show that the access attempt is received, then check the web container logs to see whether there are any errors at the PHP level.