Installation troubleshooting

This document lists the common problems that can occur after installation and the respective troubleshooting procedures.

TM Agent

The Task Mining Agent log files (one file per day) are available in the following path:

C:\Users\<user_name>\AppData\Roaming\IBM Task Mining Agent\logs

You can also right-click the TM Agent tray icon in the taskbar and click Logs to open the TM Agent logs folder.

The Task Mining Agent configuration file is available in the following path:

C:\Program Files\IBM Task Mining Agent\appsettings.json

TM Agent cannot reach endpoint

Problem

Logging in to TM Agent results in an error, 404 Not Found.

Troubleshooting

Check the URL in your browser when you log in to TM Agent. Ensure that it is not https://TM_HOST

Workaround

If you are using an on-premises environment, you must uninstall TM Agent and then reinstall it by using the https://<PM_HOST>/taskmining/ endpoint.

If you are using a Red Hat® OpenShift® Container Platform environment, you must uninstall TM Agent, and then reinstall it by using the https://cpd-mynamespace.<CLUSTER_DOMAIN>/processmining/ endpoint.

For more information, see Installing the Task Mining Agent.

TM Agent page is moved or deleted

Problem

Logging in to TM Agent results in the following error:

"We're sorry!
The page you're looking for may have been moved or deleted. Start a new search on ibm.com or visit one of the popular sites shown below."

Troubleshooting

Check the URL in your browser when you log in to TM Agent. Ensure that it is not https://www.ibm.com or another generic URL.

Workaround

If you are using an on-premises environment, you must uninstall TM Agent and then reinstall it by using the https://_<PM_HOST>_/taskmining endpoint.

If you are using an Red Hat® OpenShift® Container Platform (OCP) environment, you must uninstall TM Agent and then reinstall it by using the https://cpd-mynamespace._<CLUSTER_DOMAIN>_/processmining/ endpoint.

For more information, see Installing the Task Mining Agent.

Error caused by unreachable API services

Problem

"Unhandled response
[https://PM_HOST/taskmining/api/userinfo]: failure with status code:
NotFound"

Troubleshooting

Following are the possible causes:

  • Apache Tomcat is not running or errors are present:

    • Check if Apache Tomcat is running with ps -ef |grep tomcat.

    • Check logs at <TM_HOME>/tomcat/logs/catalina.out.

  • NGINX is not correctly configured:

    • Check logs at /var/log/nginx/error.log or /var/log/nginx/access.log.

Error caused by untrusted or self-signed endpoints

Problem

When you are using an endpoint with an untrusted or self-signed certificate, the following error is displayed:

"Unhandled response
The SSL connection could not be established, see inner exception."

Troubleshooting

By default, the allowUntrustedCertificate attribute in the TM Agent configuration JSON file is set to false to deny access to untrusted and self-signed endpoints. To allow an untrusted endpoint, set allowUntrustedCertificate to true.

TM WUI

Login error caused by wrong JWT/JWE

Problem

When you try to log in, you might encounter the following error:

"comexception decoding hex
string: invalid characters
encountered in Hex string

Troubleshooting

Properties of JSON Web Token (JWT) and JSON Web Encryption (JWE) must be the same in IBM Process Mining and IBM Task Mining configuration files.

  • For IBM Process Mining, check the file <PM_HOME>/etc/processmining.conf at the key authentication.jwt and authentication.jwe.

  • For the IBM Task Mining, check the file <TM_HOME>/bin/environment.conf at the key jwt_secret and jwe_secret.

Error on DB connection caused by wrong username or password

Problem

The database might show a "com.undefined" error because of a wrong username or password.

Troubleshooting

Check the file <TM_HOME>/bin/environment.conf at the key database_user, TM_MYSQL_PWD, database_url.

The following example shows the commands to create a MySQL user.

	CREATE USER 'tmuser'@'%' IDENTIFIED BY 'tmuserpwd_A';
	GRANT ALL PRIVILEGES ON tmuser.* TO 'tmuser'@'%'; 
	FLUSH PRIVILEGES;

Error caused by wrong URL of Process Mining

Problem

A wrong URL might display a "Generic error".

Log

	2020-12-04 13:41:52.828 ERROR 4087 --- [nio-8090-exec-3] com.invenio.task.j: Request: http://tm-test.my-domain.com/taskbuilder-2.1.0/api/projects raised not handled exception
	org.springframework.web.client.ResourceAccessException: I/O error on GET request for "https://pm-test.my-domain.com/integration/tm/processes": pm-test.my-domain.com; nested exception is java.net.UnknownHostException: pm-test.my-domain.com

Troubleshooting

Open the file <TM_HOME>/bin/environment.conf.

The value of processmining_host must be the IBM Process Mining hostname.

Resource not found error caused by wrong permissions

Problem

Wrong permissions display the "404 Not Found" error.

Log

	tail -300f /var/log/nginx/error.log

	2020/12/04 14:05:51 [error] 16104#0: *42 open() "/opt/taskminer/tm/index.html" failed (13: Permission denied), client: XXX.XXX.XXX.XXX,
	```
**Troubleshooting**

Run the following command:
	
`chcon -Rt httpd_sys_content_t /opt/taskminer/tm`

---
	
## TM Data Processor

### Error caused by wrong or incomplete execution of preliminary operations required at first installation

**Problem**

The TM Data Processor is blocked and no evidence of errors are present in the log.
	
**Troubleshooting**

Complete the preliminary operations explained in the [TM Server Setup](../pm-tm-setup-manuals/tm-install-overview.html) topic.