Troubleshooting Steps for iKnowledgeRating
These troubleshooting steps provide solutions for various issues related to the iKnowledgeRating component, including service not starting, internal server error, resource not found, and could not get any response errors. The steps include checking configuration files, verifying service accounts, installing missing packages, and starting necessary services.
iKnowledgeRating is an AdvancediKnowledge component that helps in storing the document rating given by the users for a knowledge article on the GUI, in a database. It is a component developed using python and is hosted on Apache Web Server as a service under the name HCL.iAutomate.RatingMongo.
HCL.iAutomate.RatingMongo service is not starting
Issue Description | HCL.iAutomate.RatingMongo service is not starting |
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Modules Impacted | iKnowledgeRating |
Probable Root Cause | Invalid “RatingMongo.conf” file content |
Steps to resolve
<VirtualHost *> WSGIScriptAlias /iKnowledge C:/HCL.iAutomate.iKnowledgeRating/iKnowledge_Rating/app.wsgi SSLVerifyClient require SSLVerifyDepth 10 <Directory C:/HCL.iAutomate.iKnowledgeRating/iKnowledge_Rating > WSGIApplicationGroup %{GLOBAL} Require all granted </Directory> </VirtualHost>
sc config HCL.iAutomate.RatingMongo obj= “ID” password= “PSWD” where ID is the [Domain\SA ID] and PSWD is the [Password of SA] and SA is [Service Account]. ‘Log On As’ field corresponding to the service HCL.iAutomate.RatingMongo should be changed to ‘Service Account’. Click Start to start the service. |
Service returns Internal Server Error - status code 500
Issue Description | Service is reachable but returns Internal Server Error with status code 500. |
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Modules Impacted | iKnowledgeRating |
Probable Root Cause | Library is missing |
Steps to resolve
pip install package_name
pip install package_name.whl |
‘404 Resource Not Found’
Issue Description | Error message ‘404 Resource Not Found’ when iKnowledgeRating API is hit |
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Modules Impacted | iKnowledgeRating |
Probable Root Cause |
Paths are not correct in RatingMongo.conf Port is not correct |
Steps to resolve
# Listen 9000 # ports, instead of the default. See also the <VirtualHost> # directive
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‘Could not get any response’
Issue Description | Error message ‘Could not get any response’ appears when iKnowledgeRating is being hit |
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Modules Impacted | iKnowledgeRating |
Probable Root Cause | HCL.iAutomate. iKnowledgeRating service is not running |
Steps to resolve
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