Overview

All or most Jive web nodes/servers are returning HTTP 502 errors whenever users try to access the site.

The following warning message may appear in the web server logs:

• WARN org.apache.cxf.phase.PhaseInterceptorChain - Interceptor for {http://services.core.api.jivesoftware.com/}DirectoryService has thrown exception, unwinding now
  org.apache.cxf.interceptor.Fault: Could not send Message.

Information obtained through analyzing a heap dump may indicate an issue related to BrowseSyncDataTask.

This issue may be caused by the Jive web servers in your community attempting to establish more connections to the application database than the maximum number of connections permitted by your database server.

 

Validating the Maximum Number of Database Connections

1. Consult with your IT team to identify the maximum number of connections that are allowed by the database server that is hosting the Jive application database in your environment.
2. Log in to one of the Jive web servers through the command-line interface.
3. Change your account to the jive user by running the command: sudo su - jive
4. View the file: /usr/local/jive/applications/sbs/home/jive_startup.xml

5. In that file, there will be a line similar to the following:
   <maxConnections>100</maxConnections>

6. This line controls the maximum number of connections that a Jive web server can make to the application database. Make a note of the value listed in this line (In the above example, it's 100), then multiply that value with the number of Jive web servers you have in your environment. For example, if you have 4 web servers in your environment, the result would be 4*100=400.
7. Compare the result that you calculated in Step 6 to the maximum number of database connections permitted by your database server.
   • If the result exceeds the maximum number of database connections allowed: Follow the steps in the Solution section.
   • If not: Please contact us with the information listed in this article included.

 

Solution

You will have to set a lower value for the maximum number of connections that a Jive web server can make to the application database.

The lower value can be calculated by dividing the value that you identified in Step 1 of the above section by the number of Jive web servers in your community, then subtracting 10 from the result. For example, if the value you identified in Step 1 was 300, and you have 4 web servers, the new value would be (300/4) - 10 = 65.

After calculating the new value, follow these steps on each Jive web server in your community:

1. Log in to one of the Jive web servers through the command-line interface.
2. Change your account to the jive user by running the command: sudo su - jive
3. Open the file: /usr/local/jive/applications/sbs/home/jive_startup.xml
4. Set the value in the maxConnections line to use the new value (In this example, it's 65):
   <maxConnections>65</maxConnections>
5. Save the file.

Once done, perform a rolling restart of your community.

 

Testing

Attempt to access your Jive community again to see if the issue persists. If so, please contact us with the information listed in this article included.