Troubleshooting Tomcat Issues – Part 2

By | July 1, 2020

Everyone who has worked with Sage CRM must be aware of Tomcat service installed with it and the various features of CRM such as Dashboards, Calendar, Mail merge, Documents upload or Export to excel that are dependent on this single service. However, many of us must have encountered issues with these functionalities at least once because of some or the other issue with Tomcat. In this blog, I will be sharing one of my experiences of troubleshooting tomcat issue.

Related Post: Troubleshooting Tomcat Issues

Recently, I had installed Sage CRM 2020 R1. After successful installation when I logged in CRM I found that dashboard as well as other features which are dependent on Tomcat is not working even though tomcat service is running.

After debugging the issue I found that the Connector Port which is defined in the server.xml file in the Tomcat directory is different than the port which is defined in the sdata Action URL in URL Rewrite. You can refer below screen shots for your better understanding.

sdata Action URL port
sdata Action URL port

Connector port in Server.xml file
Connector port in Server.xml file

As you can clearly see from above images, that the port set in sdata Action URL is 10005 and connector port in server.xml file is 10007. However, for proper functioning of Tomcat service and its related Sage CRM features, both the port numbers should match.

Just follow the below steps to rectify the tomcat issue:

  1. To find out the connector port number. Navigate to below path and open the server.xml file. Copy the connector port number-
    [CRM install directory]:\Program Files (x86)\Sage\CRM[CRM instance]\tomcat\conf
  2. To update the Connector port in Database (port number captured from step#1), just execute below query in SQL Studio Management-
    UPDATE Custom_SysParams SET Parm_Value=’connector port ‘ WHERE Parm_Name like ‘CRMTomcatPort’
  3. Now go to the IIS and from SData, click on URL Rewrite. You can see the list of URL rewriter. Open all URL Rewrite one by one and replace the port number in the Action URL with the connector port number which you will get from first step. Just refer below screen shot. Once replaced just save the URL Rewrite.
Replacing the port number in Action URL
Replacing the port number in Action URL

4. Now execute IIS reset, restart tomcat service and login into CRM and check the features.

In this way, you can troubleshoot the Tomcat issue related to ports.

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