Troubleshooting: HCL® Quality Server

You can use workarounds to troubleshoot common problems that you might encounter when you use HCL® Quality Server.

Problem Solution

You might encounter issues with startup, web server, unrecognized registration or other messages from agents or proxies while working on HCL® Quality Server.

Analyze the log files to investigate the issues. The log files are located in the following directories:

<QualityServer_installation directory>\logs

<QualityServer_installation directory>\logs\additional

After you upgrade to the latest version, you might have issues if you did not close the session with HCL® Quality Server in the web browser.

Refresh the session in the browser by using the Shift+F5 keys or close the Browser tab, and then log in to HCL® Quality Server.

After you install the latest version, if the preferred language is not displayed, you might want to change the runtime language.

HCL® Quality Server typically detects the language of the browser configuration and displays that language. However, if that is not the case, you can modify the URL that is used to access HCL® Quality Server by adding the language that you want to use. For example, if you want to display French, you can use the following code:

https://mydefaultServer:5443/RTCP/?locale=fr

After you upgrade to the latest version, nothing that is configured to communicate with HCL® Quality Server can connect to it. HCL® Quality Server does not load in a browser.

The following message is displayed in the log files for HCL® Quality Server:

[ERROR] CWWKT0022E: The configured host 0.0.0.0 for HTTP endpoint defaultHttpEndpoint could not be resolved. The endpoint has been disabled.
Edit the RTCP/config/server.custom.xml file to do one of the following tasks:
  • Replace 0.0.0.0 with *.
  • Remove the host attribute to use the default.
  • Remove the entire httpEndpoint element to use the default for all its attributes.

The process for HCL® Quality Server exits with Java heap space errors in its log.

HCL® Quality Server is no longer accessible. The process ran out of memory and crashed.

The logs/console.log file for HCL® Quality Server contains the following errors:

java.lang.OutOfMemoryError Java heap space

A Java™ dump output follows.

Java™ ran out of memory because Java™ has a fixed upper limit.

The start scripts for HCL® Quality Server do not explicitly set the Java™ memory size limit. The server uses a default value that is calculated by using the system memory.

Typically, the scripts allocate 512 MB of memory.

This problem can be caused by any of the following tasks:
  • Publishing large projects
  • Deploying large projects
  • Viewing large reports in the web interface of HCL® Quality Server, for example, those of HCL OneTest™ Performance.

Verify the contents of the console.log. For Windows™ systems the log file is typically in the following directory:

C:\Program Files\HCL\HCLProducts\QualityServer\logs

For non-Windows™ systems the log file is typically in the following directory:

/opt/HCL/HCLProducts/QualityServer/log

Verify the Java™ memory size limit by performing the following steps:
  1. Open a command window on HCL® Quality Server.
  2. Go to the installation directory for HCL® Quality Server and find the jre/bin folder.
  3. On Windows systems, run the following command: java -verbose:sizes -version

    On non-Windows™ systems, run the following command: ./java -verbose:sizes -version

  4. Locate the value of -Xmx, for example:-Xmx512M memory maximum
Increase the memory allocation by performing the following steps:
  1. Shut down HCL® Quality Server.
  2. Edit setenv.bat or setenv.sh depending on the operating system. Add the following setting: JVM_ARGS=-Xmx1024M -Djava.net.preferIPv4Stack=true ...
  3. Restart HCL® Quality Server.
  4. Check and reconfigure this value after a version update as the change is overwritten.

Installation Manager supports rolling back the installation of HCL® Quality Server, but not the workspace directory. If you roll back the installation of HCL® Quality Server and do not delete the workspace directory, HCL® Quality Server fails to start.
To roll back HCL® Quality Server and not reuse the workspace directory, perform the following steps:
  1. Uninstall the current version of HCL® Quality Server and delete the workspace directory while uninstalling the server.
  2. Install the earlier version of HCL® Quality Server with a new workspace directory.
To roll back HCL® Quality Server and reuse the workspace directory, perform the following steps:
  1. Uninstall the current version of HCL® Quality Server and do not delete the workspace directory while uninstalling the server.
  2. Install the earlier version of HCL® Quality Server.
  3. Configure the workspace directory to work with the earlier version of HCL® Quality Server.

    For more information about reusing the workspace and upgrading HCL® Quality Server, see the related links.

Note: Starting from 9.2.1, when you roll back a version of HCL® Quality Server, the workspace cannot be reused and must be reinstalled.

HCL OneTest™ API Agent trusts the certificate and so connects to HCL® Quality Server.

When it attempts to run a stub by using RunTests it fails and you see errors in the log file. For example: SEVERE: Unable to poll commands from server: com.ibm.jsse2.util.h: PKIX path building failed: java.security.cert.CertPathBuilderException: PKIXCertPathBuilderImpl could not build a valid CertPath.; internal cause is: [RunTests/instance1 (0)]: java.security.cert.CertPathValidatorException: The certificate issued by CN=ACD Sample Test SHA256, OU=397 480 930, O=SAMPLE COMPANY, C=FR is not trusted; internal cause is: ...

Add your certificate to the Agent trust store and restart the agent.

The default trust store is <HCL Agent installation>\config\ssl\greenhat.jks.

Stubs that are created for Resource Monitoring do not start in HCL® Quality Server.
Perform any of the following actions:
  • When you add the JVM arguments to Library Manager for Resource Monitoring, you must change the dependent parameters or use different values for the parameters in the arguments.

    For example, you must set a different port from the port that is already set either in the previous version of the application or set during the previous installation of the application.

  • Enter valid JVM arguments to Library Manager.

You cannot use more than 1000 engines on an agent that is connected to HCL® Quality Server.
The number of engines that can be used simultaneously on an agent that is connected to HCL® Quality Server is limited to 1000 engines. If required, you can increase the number of engines to any number that you want by performing the following steps:
  1. Edit the vie.server.properties file that is located in the following path:

    <QS_install_dir>/usr/servers/defaultServer/apps/RTCP.war/WEB-INF/classes/

  2. Add the attribute and the number of engines that you want to use as its value, as follows:

    max.engines.per.agent=<the_value_required>

  3. Save and close the properties file.
  4. Restart HCL® Quality Server.