Troubleshooting

🔧 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:

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:

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

Common issues

🚀 Germain Enterprise does not start

Review the Tomcat startup log and check for:

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:

Possible corrective actions include:

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

🔁 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:

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:

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

✅ After applying a fix

Confirm that:

☎️ Contact GermainUX Support

If the problem persists, provide:

Remove passwords, tokens, private keys, and other secrets before sharing configuration files or logs.

For assistance, contact GermainUX Support.