JDM Pro Troubleshooting

On This Page
JDM Pro Production Support
JDM Pro Error Messages
Single Sign-On Error Messages (Non-Email Registration Errors)
CDL Error Messages
Log Files
Errors in Log Files
Managing Logging Levels
JDM Pro FAQs
JDM Pro Known Issues
JDM Production Issues
Error #1
Error #2
Error #3
Error #4
Error #5
Error #6
Disaster Recovery Plan

JDM Pro Technical Support

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This section contains general and specific JDM Pro troubleshooting procedures and information.
If you are looking for 3-letter company codes, domain values, company levels, applications and content types, etc., those can be found on the
Professional Services JDM page found here:
http://confluence.jeppesen.com/display/A/Technical+Consulting+-+JDM+Pro+Support+Page

JDM Pro Production Support

The following document describes the procedure for providing production support. This includes tools or access that are a prerequisite and the
steps for reviewing log files, Nagios, the main UI, and database connections for fixing orphaned recipient records. The plan is to turn this into a
knowledge base in the future. For now, contact Michael Tooley or Gary Patton with requests for revisions. Production Support Procedure

JDM Pro Error Messages

JDM Pro displays errors to the user in the UI and it writes errors to various log files. See Log Files for more information about the location and
contents of log files.

Single Sign-On Error Messages (Non-Email Registration Errors)

EFB Administrators can configure the system so that users register their mobile devices when the user first launched FliteDeck Pro or any other
Jeppesen or Boeing app. This single sign-on capability is provided by the Security Assertion Markup Language (SAML) OASIS standard and
initiates a secure and reliable device registration process.

There are two errors that a user might receive when the initial sign-in fails:
Recipient Does Not Exist
Company Does Not Exist
The reasons for these errros are thatthe recipient or the company thats being passed in from the XML Gateway does not exist.

CDL Error Messages

The CDL produces error codes that have numbers associated with them to indicate the type of error. Error codes 100 - 199 are made available to
the app and may be presented to the user.
HTTP 400-500 error codesare passed straight through CDL to the app for display. Their meanings can be found here: http://en.wikipedia.org/wiki/
List_of_HTTP_status_codes#4xx_Client_Error
4-digit error codes are iOS system errors (e.g. -1003). They are passed straight through CDL to the app for display.
A CDL Error Codes spreadsheet is attached to this wiki page. It describes each of the error codes and how to troubleshoot them.
As of the release of MFDP 1.1.4 the 110 error has been split into two errors, 110 and 128. The causes that triggered the 110 error originally
now cause error 128 to be presented. 110 is now caused by connectivity problems only. For specific steps on how to troubleshoot the 110/128
error, see Troubleshooting the 110 Error Page

Log Files
The Nuxeo server log (denddmp01.../apps/opt/nuxeo/logs/server.log) is the primary log file for JDM Pro because most of the operations are
executed by Nuxeo on the denddmp01 server. In most instances you will need to pull this log file in addition to the log file from the other servers.
To setup remote log viewing, CLICK HERE
The following table describes the log files related to JDM Pro.
Component

Server

Log file & Location

Nuxeo

denjdmp01

/apps/opt/nuxeo/logs/server.log

The Nuxeo server log is the primary log file for JDM Pro. It contains errors from the Nuxeo server. This gets rolled over every night and the old
file is copied with the date.
Bulk Import

denjdmp01

/apps/opt/logs/export/RecipientsToCreate/cr
eateRecipsFromFile.txt

Provides detailed log information indicating what actions were taken for each recipient record in a recipient CSV file.
GUI

denjdmp02

/apps/opt/Tomcat_JDM/logs/catalina.out

This file logs errors in the Smart GWT GUI and can be used for troubleshooting unusual messages in UI, navigation issues, or other UI related
problems
GUI

denjdmp02

/apps/opt/Tomcat_JDM/logs/localhost_acces
s_log

The access log for the server logs usage activity in Tomcat and might be helpful to debug connectivity issues.
FDS

denjdmp02

/apps/opt/logs/FDS.log

The application-specific log file that logs FDS messages.

FDS

denjdmp02

/apps/opt/Tomcat_FDS/logs/catalina.out

This file logs FDS and Tomcat errors. This file provides the URL of content stored in the cloud. Search for "GetFileURL" to troubleshoot issues
related to downloading content from the cloud.
FDS

denjdmp02

/apps/opt/Tomcat_FDS/logs/localhost_acces
s_log

The access log for the server logs usage activity in Tomcat and might be helpful to debug connectivity issues.
State Sync

denjdmp03

/apps/opt/Tomcat_SYNC/logs/catalina.out

This file logs events from the registration web service and get expected configuration web service. You can check this file to troubleshoot
registration requests. Check the Nuxeo server.log file if you find no information here.
State Sync

denjdmp03

/apps/opt/Tomcat_SYNC/logs/localhost_acce
ss_log

The access log for the server might be helpful to debug connectivity issues. Will require significant networking knowledge
State Sync

denjdmp03

/apps/opt/logs/SYNC.log

Additional information about the processes and operations that occur on the State Sync server.
Registration

denjdmp03

/apps/opt/Tomcat_REGISTRAR/logs/catalina
.out

This file logs events from the registration web service and get expected configuration web service. You can check this file to troubleshoot
registration requests. Check the Nuxeo server.log file if you find no information here.
Registration

denjdmp03

/apps/opt/Tomcat_REGISTRAR/logs/localho
st_access_log

The access log for the server might be helpful to debug connectivity issues. Will require significant networking knowledge
Registration

denjdmp03

/apps/opt/logs/RGSTR.log

Additional information about the processes and operations that occur on the State Sync server.
External Publishing

denjdmp04

/apps/opt/logs/CDS.log

The application-specific log file that logs External Publishing messages.

External Publishing

denjdmp04

/apps/opt/Tomcat_EXTERNAL/logs/catalina.
out

denjdmp04

/apps/opt/Tomcat_EXTERNAL/logs/localhost
_access_log

The Tomcat server log for external publishing.

External Publishing

The access log for the server logs usage activity in Tomcat and might be helpful to debug connectivity issues.
Basic Publishing

denjdmp04

/apps/opt/logs/CPIBasic.log

The application-specific log file that logs Basic Publishing messages

Basic Publishing

denjdmp04

/apps/opt/Tomcat_BASIC_PUBLISH/logs/cat
alina.out

denjdmp04

/apps/opt/Tomcat_BASIC_PUBLISH/logs/loc
alhost_access_log

The Tomcat server log for basic publishing.

Basic Publishing

The access log for the server logs usage activity in Tomcat and might be helpful to debug connectivity issues
Publish

denjdmp04

The application-specific log file that logs Publishing messages

/apps/opt/logs/CPI.log

Publish

denjdmp04

/apps/opt/Tomcat_PUBLISH/logs/catalina.out

denjdmp04

/apps/opt/Tomcat_PUBLISH/logs/localhost_a
ccess_log

The Tomcat server log for basic publishing

Publish

The access log for the server logs usage activity in Tomcat and might be helpful to debug connectivity issues.

Errors in Log Files

The following file lists error messages commonly found in JDM Pro logs and the interpretation of these messages. Future versions will describe
corrective actions as appropriate.
Server Error Messages

Managing Logging Levels

Log levels allow you to specify what type of information you want to include the the log file. The most information is in the TRACE level while the
least information is in the FATAL. Each level below FATAL includes the information in the level above it. For example, WARN includes all
messages at the ERROR and FATAL levels. You can specify any of the following log levels at which to capture messages:
TRACE (for the Nuxeo server.log file only) - Designates detailed information about events.
DEBUG - Designates detailed information about events that could be useful to debug the application.
INFO - Designates informational messages that highlight the progress of the application.
WARN - designates potentially harmful or undesirable situations.
ERROR - Designates error events that might still allow the application to continue running.
FATAL - Designates very severe error events that will presumably lead the application to terminate.
Use the corresponding log4j configuration file to set the log levels on the various servers. To change the logging levels of the log files listed below,
modify the level of the com.jeppesen.* module in the log4j configuration file.
Log File

Log Levels

Default Level

log4J Configuration File

Nuxeo server.log (denjdmp01)

TRACE,DEBUG,INFO,WARN,E
RROR and FATAL

Warn

/apps/opt/nuxeo-jdm-server/lib/lo
g4j.xml

JDM Tomcat (denjdmp02)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_JDM/webapps
/gwt-ui/WEB-INF/classes/log4j.x
ml

FDS (denjdmp02)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_FDS/webapps
/fds/WEB-INF/classes/log4j.prop
erties

Publishing (denjdmp04)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_PUBLISH/web
apps/cpi/WEB-INF/classes/log4j.
properties

Basic Publishing(denjdmp04)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_BASIC_PUBLI
SH/webapps/cpi/WEB-INF/class
es/log4j.properties

External Publishing(denjdmp04)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_EXTERNAL/w
ebapps/cpi/WEB-INF/classes/log
4j.properties

State Sync (denjdmp03)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_SYNC/webap
ps/ss/WEB-INF/classes/log4j.pro
perties

Registrar(denjdmp03)

DEBUG,INFO,WARN,ERROR
and FATAL

Error

/apps/opt/Tomcat_REGISTRAR/
webapps/registrar/WEB-INF/clas
ses/log4j.properties

JDM Pro FAQs

Question

Answer

Can you resend the registration email?

Yes. As of JDM 1.4 you can resenda registration email.Refer to the

JDM 1.4 Release Notes for more information on this functionality.

How can I confirm that all recipients were imported in a bulk import?

As of JDM 1.4, after the user beginsa bulk import, JDM Pro displays
a status box that indicates the number of failed and successful
imports. When the import is complete, the user can click View
Failures to see a list of those recipients that failed to import and a
description of what caused the failure. This list can be exported to a
new CSV file.

How do I reset a user's password.

Access the password reset tool in Citrix. Search for the user's email
address, and then enter a new password.

JDM Pro Known Issues

See the Known Limitations section of the Release Notes posted on the JDM Pro Document Library page for more details.

JDM Production Issues

This section includes answers to several issues and errors identified during the initial GSCC familiarization with the end-to-end mobile solution.
GSCC maintains a separate troubleshooting site that is geared towards supporting Mobile FliteDeck Pro. It can be found here: http://confluence.je
ppesen.com/pages/viewpage.action?pageId=118917842

Error #1
User received registration email. When the user attempted to register, the app displayed the message Update Failed: Failed to get the download
URL.
This error is coming from the app via the CDL. Admins may or may not see any log entries on the server, depending on what the actual problem
is. Under these circumstances, the recipient has a state of Initialized in JDM, which means it never registered. The error message is also
misleading; it should indicate some kind of registration error message.
Resolution
The user should reset their app through the iPad Settings and then try using the link in the email to register again. User reset and deactivated the
app which reset it to the default values. User re-registered using the link in the same email.
Its likely that registration failed because the user was in GSCC and using the same iPad over and over, and still had that iPad registered to a
recipient in one domain on the server.

Error #2
When the user tried to register an iPad that was already registered the CDL returned error 101 . However, the app didnt pass that message along
to the user, so the user didnt know why registration failed. User reset app, deleted their recipient, and attempted to create a new recipient. User
received an error from JDM.
Resolution
The issue is the deleted recipient wasnt actually deleted because of the rollback in Nuxeo.This issue is now fixed; users can create new

recipients again. This is the same issue that Wilsonville experienced. If an operation takes too long to complete, a rollback is performed in the
database. In this case, it looks as if a recipient deletion took too long, but was only partially rolled back. Once this happens, the user will see a
message similar to the log entry. While this problem was observed a couple times in JDM 1.0, it is not reproducible in JDM 1.1 which has schema
changes in place for just such an occurrence. A way to avoid this in 1.0 is to wait for a minute or two after deleting a recipient or distribution group
or look in the server log to verify completion of the operation. Also, the user should try to ensure that no one else is logged in to the GUI and trying
to edit the same record. JDM 1.1 also has some measures in place for this, but concurrent editing in the GUI is still a potential problem.

Error #3
User created new recipient JSMITHIPAD and registered it. App displayed "Data unavailable" and "There is 1 new item." User was connected to
captjepp.
Resolution
Point of access doesnt make a difference. In this case, its an issue with the app. The recipient has only one content item assigned, where
TypeOfContent = 'Other' Title = 'JIT50MB03' and Version = '113'. CDL and JDM will accept any data, but the apps will only process types of
content that they recognize. In this case, other is not a valid type of content. Since the Mobile FD Pro app is limited to only accept data it can
use, it does not know how to use 'Other,' so it will ignore the content.
Mobile FD Pro has been set up initially to support Term Charts, Enroute, Airway Manuals, and Enroute Notices from JDM Pro. If another type of
content were assigned to a recipient for Mobile FD Pro, like cultural or terrain, Mobile FD Pro would not download it, and the server would show
the recipient out of configuration.
Mobile FD Pro needs to associate content with something which consumes the content. It does not download anything other than what it knows it
can use, because it would be a waste of battery and network bandwidth. Because Mobile FD Pro already has cultural and terrain, it will not look to
download it from JDM Pro. Once the app is set to use cultural and terrain from JDM Pro, it will download it. Until then, however, assigning the
content to an iPad recipient does not mean that the app on the iPad will be able to download or use the content. Note that this issue is different
from assigning multiple titles of content for a type which Mobile FD Pro already supports.

Error #4
The user is pointed to the wrong domain.
Resolution
Reset the user's app and register them to the correct domain to see the correct content for their recipient.

Error #5
User attempted to register their iPad using a registration email that was already used by a different user, but the iPad did not return the expected
error message. The app launched, displayed the Terms and Conditions, and then displayed the UPDATES screen that showed Status
Unavailable and Error checking for update: Invalid expected configuration from server.
Resolution
In this case, CDL should have logged Error 103, and the app should have displayed Registration failed. Try again or contact your System
Administrator (Error: 103).

Error #6
User encountered error Failed to get download file url (code 110).
Resolution
This generally occurs, because data has been moved to an Authorized state in JDM, but has not yet made its way to the cloud servers. JDM will
tell the user that content is available, but the download URL that JDM provides to the CDL results in a 404 error (not available). There is an issue
open in the JDM backlog to notify CDL that content is available only after JDM verifies that the content is in the cloud.

Disaster Recovery Plan

None identified.