Overview

After switching to a News-Based landing page, your Jive community is experiencing an outage, is performing much slower than normal, or users are encountering a "Temporarily Unavailable" error message when they access some sections of the site.

This article describes a possible solution to this issue.

Environment

Jive On-Premise.

Solution

To resolve this issue, please perform a full restart of your Jive instance by following these steps:

1. Log in to your Jive web servers through the command-line interface.
2. Run the following command to switch to the jive user: sudo su - jive
3. Run the following command as the jive user: jive stop
4. Wait until the following result appears: All applications stopped successfully (1 total).
5. Repeat Steps 1-4 for the following servers, in this order (only moving on to the next server type once all the servers of the previous type have had these steps completed):
   1. Enterprise Activity Engine (EAE) servers
   2. Document conversion servers
   3. Search servers
   4. Cache servers
6. Log in to your Jive cache servers through the command-line interface.
7. Run the following command to switch to the jive user: sudo su - jive
8. Run the following command as the jive user: jive start
9. Wait until the following result appears: All applications started successfully (1 total).
10. Repeat Steps 6-9 for the following servers, in this order (only moving on to the next server type once all the servers of the previous type have had these steps completed):
    1. Search servers
    2. Document conversion servers
    3. Enterprise Activity Engine (EAE) servers
    4. Web servers

Testing

To ensure that the issue is resolved, try to access your community again and confirm that there are no performance issues that persist.

If performance issues persist after this process, or if your site is inaccessible, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

• Web servers:
  • SBS Log files: These will appear the as the instance name with a .log or .out extension. There may be several sbs.log files.
  • Garbage collection log files: These will have -gc- in the name.
  • The output of: jive snap -c 5 -i 5 > threaddump.txt
• EAE servers: eae-service.log
• Cache servers: cache-service.out
• Search server: service.log