Troubleshooting the End User Web Interface

Log Files

The log file locations listed below are relative to /opt/pmx6/var/log.

  • manager/eui_local_log

    This file logs transactions and critical errors that are generated by the End User Web Interface (EUWI).

  • manager/httpd_access_log

    The HTTPD service access log.

  • manager/httpd_error_log

    The HTTPD service error log.

How a Transaction Appears in the Logs

Each successful EUWI transaction logs to two files, in this order:

  1. eui_local_log (on the EUWI server if installed separately).

    Entries for EUWI page submissions look something like:

    1 2005-03-17T14:23:09 [5646,eui_local] quarantine_qview user '',\
        session '66705d63e810acd456f38831d0bd4ba9'
  2. httpd_access_log (on the EUWI server if installed separately).

    Entries for various EUWI transactions. These transactions should look something like: - - [17/Mar/2005:14:23:09 -0800] "POST /index.cgi HTTP/1.1" 302 7192 - - [17/Mar/2005:14:23:11 -0800] "GET /messages.cgi?message_type=blocked\
        HTTP/1.1" 200 7605 - - [17/Mar/2005:14:23:11 -0800] "GET /main.css HTTP/1.1" 304 -

If errors are encountered by the HTTPD service, they are logged to httpd_error_log.

Authentication and transaction errors are logged to eui_local_log.

Other errors are logged to error_log.

Common Error Messages

A brief description of some common error messages.

Invalid user in session

The session cookie does not match the user, or the user attempted to log in using an old session password. An email address and session ID will be shown if available.

To resolve this, the user must log out and log in again with the most recent session password sent by the EUWI.

Temporarily unavailable
The enduser.conf enabled setting is set to a false value.
Your session has expired or is invalid. Please log in again

The session cookie or session ID is stale or invalid, or there was an error when communicating with the RPC back end. Check the httpd_error.log and rpc_error.log files for more specific error messages.

This error is also triggered when the user does not appear in, or no longer matches against the configured enduser-users list.

Note If either the enduser-users file or the rpc-hosts file is missing or invalid, the EUWI user will get an error like this. The real reason for the failure will, for security reasons, not be communicated to the end user, but will be visible to the admin in the log file.
user_invalid_access_list="The configured end user access list '<name>' is invalid and cannot be used."
The rpc.conf file contains an invalid list or the contents of that list are invalid.
Authentication failed for user ...

Indicates a problem with the configured authentication back end that prevents the user from logging in. This can be caused when the username does not match against the enduser-users list, or by a bad password, a bad username, or an invalid session. The errors in the log files provide more detail.

If the cause of the error is still not clear, increase the debug_level in enduser_ui.conf, restart the HTTPD (RPC/UI) service and attempt the action again. The logs should contain a more detailed error message.

RPC call failed: ...
In general, an error message in this format is a transport error. There was some condition preventing the central server from supplying a more appropriate error, either because it could not be contacted or because a library used by the back end died at an unexpected time.
Unable to initialize database connection:...
Indicates that the database is not running, or that it is not possible for the EUWI to establish a connection to the database. Check that the database has been started. In the case of a multi-server install, check postgres/var/data/pg_hba.conf to ensure that the EUWI server has been granted permission to access the database.