Unified Communication Monitor receives Server Error HTTP Error 500.

Document ID:  TEC1971155
Last Modified Date:  06/15/2017
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Products

  • CA Unified Communications Monitor

Releases

  • CA Unified Communications Monitor:Release:4.3

Components

  • NQUCM - UNIFIED COMMUICATION MONITOR:NQUCM
Problem:

When using the Unified Communications Monitor, a Server Error HTTP Error 500 occurs.  Rebooting or restarting services clears the error, but it re-occurs later.  Specifically, restarting only the SSO Service clears the error, but does not prevent the error from re-occurring.  An exception occurs in the SSO Service Log (<installdirectory>\Portal\sso\logs\SSOService.txt):

  The parser has encountered more than "64000" entity expansions in this document; this is the limit imposed by the JDK.

 

Environment:
Windows Server 2012 R2
Cause:

This issue is caused by a bug in the built in JDK version shipped with UCM 4.3.81 and earlier.  This bug has been fixed in Java 7 update 51.

Resolution:

1. Download jre-7u51-windows-x64.exe from following link

http://www.oracle.com/technetwork/java/javase/downloads/java-archive-downloads-javase7-521261.html#jre-7u51-oth-JPR

2. Stop CA UCM * services

3. Double click on exe file jre-7u51-windows-x64.exe and change destination folder as D:\JRE7 (Any location).

4. Now your new jre-7u51 is installed in folder D:\JRE7.

5. Go to location C:\CA and rename old JRE7 folder to backup_JRE7_U41 .

6. Now copy/paste new JRE7 folder (D:\JRE7) to location C:\CA.

7. Start the CA UCM* services again.

8. Test application now.

Additional Information:

JRE version 7 update 51 will be released in versions after 4.3.81.

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