Problems and solutions for starting or logging into the user interface

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If there is a problem with the installation, the user interface does not function properly. The most common symptom is that users cannot log in to the user interface.

Symptoms

The user interface does not start or the user cannot log in.

Resolving the problem

Use this list to troubleshoot problems with the user interface:
Table 1. User interface does not start or user cannot log in
Problem Resolution
User enters the correct credentials and sees the Internal error message.
  • Verify that WebSphere® MQ, the data grid, and the Identity component are running.
    • Check the operational member log files to verify that the Identity bundles started correctly.
    • Use the execute grid status all command to view the status of the grid components and verify that Identity component, the data grid, and WebSphere MQ are running. All three must be running for a user to log in.
      • If Identity is not running, restart the operational member with either the execute member start operational command or the execute member start_service operational command.
      • If WebSphere eXtreme Scale is not running, restart it with the execute grid start command.
      • If WebSphere MQ is not running, restart it using the instructions in the WebSphere MQ documentation.
  • Clear the browser cache.
The login page does not display on the screen. Verify that the system is configured to point to the correct URL. Correct the URL if necessary.
Remember: The URL to access the user interface and log in is https://[Installation Hostname or IP address]:[Informational port number]/advcomm.
One user is logged out of the installation when another user logs in to the installation. If both users logged in with the same user account, one user must log in with another user account for both users to access the installation at the same time.