SAS Web App Server unable to start

[411752]

@MariaD : Sure, those are the basic troubleshooting steps and I would wait for Tech Support for any other methods.

Please update us here once you find the solution.

[StefanM]

Something is really strange, stepping one to another might show at some point the root cause.

[StefanM]

export INSTANCE_BASE=/sas/config/Lev1/Web/WebAppServer

/sso/sfw/sas/940/SASWebApplicationServer/9.4/tcruntime-ctl.sh SASServer1_1 status ''

should work. '' is for empty params
Our tcruntime-ctl.sh looks different

[StefanM]

Error, your path (sso is ours)

/sas/software/SASWebApplicationServer/9.4/tcruntime-ctl.sh SASServer1_1 status ''

[StefanM]

I am out as the installation is different than ours.

Looks like to start the tomcat server you need a 2nd parameter:
"Read the path to the instance"

[MariaD]

Thanks, @StefanM 

Still not working...

[huntdoug]

Hello MariaD,

If this is a system down I would call support.   If you email me the track number I'll ask about it.

Phone a Technical Support Consultant
1-800-727-0025 (In US & Canada)
1-919-677-8008 (International)

If this is an Emergency SAS problem follow the instructions to request Follow The Sun support.

Here is more information about Contacting Tech Support.
https://support.sas.com/en/technical-support/contact-sas.html

[MariaD]

Hi @huntdoug, 

Thanks so much. The track number is 7613759108. The support asked to delete all the logs and restart the services. We did it yesterday and upload the logs and the results of proc setinit and proc product_status. 

Some additional details, we restore the environment to last week's image (when everything works) but the error is the same. We requested if it's possible, an alternative or temporary SAS license to validate if something is wrong with our SID file but we don't have any answer now.

If TechSupp needs to connect with our environment, using WebEx or similar, we are totally available. 

[huntdoug]

Hello MariaD,

Thanks, I'm on it.  I'll ask someone to get with you. I've increased the severity to High as being down is not acceptable.

It's perfectly ok to call the telephone numbers also.  Anytime you don't hear back you should call and tell us this is an emergency.

Regards,

Doug

[MariaD · Accepted solution]

Hi folks, 

Some updates on this issue. With Tech Support's helps, we finally find the root cause. About 15 days ago we installed a new product, Access to BigQuery. As you might know, this product doesn't need configuration only the installation part.  

We don't know yet, the Tech Support is analyzing the depot received, the product was installed but the depot updated SAS Web App Server too but without the configuration process for these parts. So, all web app were des-configurated and they became unable to use. 

For now, we restore a previous version (before the Access BigQuery installation). Now, we're waiting for the final analysis of the depot.

Thanks all!