GermainUX Enterprise Troubleshooting

ServiceEnterprise

Availability2024-01-01

Common issues

Frequent problems and fixes

Connection errors under high load

Ephemeral port exhaustion fixes

Network-port conflict

Tomcat port clashes

Contact GermainUX Support

Information to send support

GermainUX Enterprise Troubleshooting Most GermainUX Enterprise issues can be diagnosed using the GermainUX Workspace and application logs. This section covers common startup, connectivity, and resource-exhaustion problems affecting on-premise deployments.

Before troubleshooting

Before restarting services or changing the configuration:

Record the time the issue occurred.
Preserve the relevant GermainUX and Tomcat logs.
Identify any recent deployment, Java, network, or configuration changes.
Confirm which GermainUX components are affected.
Check the availability of all required dependencies.
Verify available CPU, memory, disk space, and network ports.

Restarting a service may temporarily restore availability while hiding the original cause. Review and preserve the logs first whenever possible.

Initial checks

Confirm that the required components are running and accessible:

GermainUX datastore
ZooKeeper
Kafka—or ActiveMQ for legacy releases
Hazelcast
Germain Enterprise on Tomcat
GermainUX Services
Germain nodes and monitoring components

Verify that they were started in the correct order and that their logs contain no connection or configuration errors.

Common issues

Symptom	Likely cause	Troubleshooting guide
Intermittent connection errors, particularly after monitoring volume increases	Available TCP ports are exhausted or connections remain in `TIME_WAIT` too long	Avoid TCP exhaustion on GermainUX Enterprise
Germain Enterprise no longer starts after Java was upgraded or moved	The Tomcat service still references the previous Java runtime or installation path	GermainUX Enterprise does not start after a Java upgrade
Germain Enterprise cannot start because its HTTP or HTTPS port is unavailable	Another process is already using the configured Tomcat port	GermainUX Enterprise does not start because of a network-port conflict

Germain Enterprise does not start

Review the Tomcat startup log and check for:

An incorrect or unavailable Java runtime
A port already used by another process
Invalid Tomcat XML configuration
Missing or inaccessible configuration files
Insufficient JVM memory
An unavailable ZooKeeper, Kafka, Hazelcast, or datastore connection

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Incorrect service-account permissions
Invalid certificates or truststores
Insufficient disk space

Focus on the first relevant exception. Later errors are often consequences of the original failure.

Connection errors under high load

A substantial increase in monitored data can create many simultaneous TCP connections and exhaust the available ephemeral ports on the Germain Enterprise server. Typical symptoms include:

Intermittent Workspace or service connection errors
Requests that time out during periods of high volume
Many connections remaining in TIME_WAIT
Normal behavior returning after traffic decreases or the server restarts

Possible corrective actions include:

Increasing the operating system’s available TCP port range
Reducing the TCP TIME_WAIT duration
Increasing the Apache proxy server’s available worker threads
Correcting excessive connection creation or missing connection reuse
Scaling GermainUX Enterprise when sustained traffic exceeds capacity

On Windows, the linked troubleshooting procedure provides example registry settings for MaxUserPort and TcpTimedWaitDelay.

Changes to Windows TCP registry settings affect the entire server. Back up the registry and obtain infrastructure approval before applying them. Do not treat operating-system tuning as a substitute for correcting connection leaks or inadequate capacity.

Enterprise does not start after a Java upgrade

When Java is upgraded or moved, the Windows Tomcat service may continue referencing the previous Java path. Open the Tomcat service configuration utility:

C:\TOMCAT_DEPLOYMENT_FOLDER\bin\tomcat8w.exe //ES/GermainServer

Verify the Java Virtual Machine path and related Java options, save the changes, and restart the Germain service. After restarting, confirm in the logs that Germain Enterprise is using the expected Java version and path. The utility name may differ if the deployment uses another Tomcat service version or service name.

Network-port conflict

Germain Enterprise cannot start if another process already uses one of its configured Tomcat ports.

Identify the process on Linux

netstat -apn | grep <port-number>

If netstat is unavailable, use:

ss -ltnp | grep <port-number>

Identify the process on Windows

netstat -ano -p tcp | find "<port-number>"
tasklist /fi "pid eq <process-id>"

Identify the process with PowerShell

Get-NetTCPConnection -LocalPort <port-number> |
    Select-Object LocalAddress, LocalPort, State,
        @{Name="PID"; Expression={$_.OwningProcess}},
        @{Name="Process"; Expression={
            (Get-Process -Id $_.OwningProcess).ProcessName
        }} |
    Sort-Object LocalPort |
    Format-Table

Review the Tomcat connectors in:

<TOMCAT_HOME>/conf/server.xml

Depending on the deployment, the configuration directory may be referenced as conf, not config. Search for:

<Connector

Resolve the conflict by either:

Reconfiguring the other application to use a different port, or
Assigning an available port to the affected Tomcat connector

If the Tomcat port changes, also update any reverse proxy, firewall, load balancer, monitoring, or client configuration that references the previous port.

Workspace is unavailable but Tomcat is running

Check:

The GermainUX web applications deployed successfully.
The Tomcat logs contain no deployment exceptions.
The Workspace context path is correct.
The reverse proxy or load balancer can reach Tomcat.
Authentication services are available.
The database and ZooKeeper connections are operational.
Browser requests are not failing with 404, 502, 503, or TLS errors.

Test direct access to Tomcat when permitted. If direct access works but the public URL does not, investigate the reverse proxy, load balancer, DNS, or TLS configuration.

Data is not appearing

If the Workspace is accessible but no new data appears, verify:

Monitoring components are sending data.
GermainUX Services are running.
Kafka—or legacy ActiveMQ—accepts messages.
Storage and analytics services are processing data.
The datastore is available and writable.
Queue or topic backlogs are not increasing.
The correct environment and application configuration are active.
Time synchronization is correct across all hosts.

Compare timestamps across the monitoring component, messaging system, GermainUX Services, and datastore logs to identify where processing stops.

After applying a fix

Confirm that:

Germain Enterprise starts without errors.
The Workspace and Configuration Console are accessible.
All GermainUX Services are running.
Infrastructure dependencies remain connected.
New telemetry is collected and processed.
Queue or topic backlogs remain stable.
No repeated connection, Java, or port errors appear.
CPU, memory, disk, and TCP usage remain within acceptable limits.

Contact GermainUX Support

If the problem persists, provide:

GermainUX version
Tomcat and Java versions
Operating system
Deployment topology
Relevant logs covering the failure
Exact timestamps

Show all 11

Recent configuration or infrastructure changes
Service status
Port and process information
CPU, memory, disk, and TCP-connection statistics
Steps required to reproduce the issue

Remove passwords, tokens, private keys, and other secrets before sharing configuration files or logs. For assistance, contact GermainUX Support.

Get Help

Contact GermainUX Support

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Common issues

Connection errors under high load

Network-port conflict

Contact GermainUX Support

​Before troubleshooting

​Initial checks

​Common issues

​Germain Enterprise does not start

​Connection errors under high load

​Enterprise does not start after a Java upgrade

​Network-port conflict

​Identify the process on Linux

​Identify the process on Windows

​Identify the process with PowerShell

​Workspace is unavailable but Tomcat is running

​Data is not appearing

​After applying a fix

​Contact GermainUX Support

​Get Help

Contact GermainUX Support

Can't find what you need?

Before troubleshooting

Initial checks

Common issues

Germain Enterprise does not start

Connection errors under high load

Enterprise does not start after a Java upgrade

Network-port conflict

Identify the process on Linux

Identify the process on Windows

Identify the process with PowerShell

Workspace is unavailable but Tomcat is running

Data is not appearing

After applying a fix

Contact GermainUX Support

Get Help