RSS AddOn - Unexpected Error Occured (On-Premises Instances)- Troubleshooting Guide

Overview

This article explains how to correctly troubleshoot the "Unexpected Error Occured. Please try again later. code: null" error with the RSS reader add-on, in On-Premises instances. This error is seen when configuring the addon. It also occurs in other add-ons that use StreamOnce.

1. Check StreamOnce Service Diagnostics

Running service diagnostics gives an insight into errors with add-ons. This is the place to start when troubleshooting add-on-related errors. Run diagnostics for StreamOnce (and not RSS Add-on directly) because StreamOnce is the underlying service that allows Jive to connect to external RSS sources.

Ensure you are logged in as a system administrator or another user who has permission to manage add-ons. 

1. Browse to Profile Icon > Add-Ons > All Add-Ons
2. Press the gear icon next to StreamOnce
3. Press "Run Service Diagnostics".
4. Check what the error message is.

2. Check StreamOnce URL in Database

For On-Premises, the customer will have to run queries for you. They can use psql, pgadmin, or another relevant DB tool.

Run the below query: 

select extensionid, name, serviceurl, status from jiveextension;

The service URL should be one of the two below. If it is anything else, the URL is wrong.

1. 1. 1. For US customers: streamonce.us-aws.jivehosted.com
      2. For EU customers: streamonce.eu-aws.jivehosted.com 

3. Update URL Value in ServiceDirectory.json

These steps are applicable for On-Premises instances only, as this article is specific to On-Premises.

1. SSH into the customer’s instance (Or ask the customer to do so)
2. Open this file for editing: 

   /usr/local/jive/services/search-service/serviceDirectory.json

3. Look for the entry that looks like this: 

   "streamonce" : {
   "host" : "streamonce.prod.jivehosted.com",
   "port" : 443
   }
   

4. Change it to the correct URL like this: 

   "streamonce" : {
   "host" : "streamonce.eu-aws.jivehosted.com",
   "port" : 443
   }
   

4. Update Value in System Properties

The StreamOnce host value needs to be updated in System Properties as well (in addition to adding it in the JSON file in Step 3 above).

1. Launch Jive admin console
2. Go to System > Management > System Properties
3. Search for the below property:

   services.hostport.streamonce.host		

4. Edit its value to the correct URL. This should be the same URL as the one you used in Step4 above (e.g. "streamonce.eu-aws.jivehosted.com")

5. Restart Jive

On-Premises Jive can be restarted following the below sequence of commands in the SSH terminal:

sudo su - jive
jive restart     

6. Set Signature Policy to Lenient

It is possible that the extension package being installed was generated and signed using a certificate that is no longer valid. By default, Jive will reject such packages. Setting the below properties to LENIENT tells Jive to accept such packages.

1. Launch Jive admin console
2. Go to System > Management > System Properties
3. Add the below two properties with value LENIENT:

   jive.extension.signature.policy.upload = LENIENT
   jive.extension.signature.policy.registry = LENIENT

Note: The property field is case sensitive

7. Check JiveURL Property

This property needs to be set correctly so that the Stream Once service (which is hosted on AWS) can connect with the On-Premises Jive instance.

1. While you are in the System Properties area of the Admin console, search for property “jiveURL”
2. Ensure this is set to the correct URL of Jive that is accessible from the Internet.
3. Below is an example of a URL that will not be accessible from the Internet.

8. Check Kibana Logs for StreamOnce Service

Note: This step is for checking logs of the StreamOnce service in AWS (and NOT for checking Cloud Hosted Jive logs).

1. Launch Kibana for AWS production (you can launch logs for any hosted AWS demo instance)
2. In Kibana, remove the instance filter
3. Create a query for streamonce and your instance URL. An example is in the below screenshot.
4. Check error messages in the filtered logs

9. Ensure that Jive is Accessible from the Internet

1. In the StreamOnce Kibana logs above, you can see the exact URL of Jive that StreamOnce is trying to connect to.
2. You can also see from the error message whether StreamOnce is able to connect back to your Jive URL.
3. You can check connectivity further by trying to visit the above Jive URL in a web browser, using an ISP that is different from the one connected to the Jive server.
4. If Jive is not reachable from the StreamOnce server, then StreamOnce will not work.

10. Ensure that SSL is enabled on Jive

If SSL is not enabled, StreamOnce Kibana Logs will show errors like below.

Please follow this article for setting up SSL on a load balancer for Jive.

11. Reinstall RSS Reader Add-On

Please follow this article for installing add-ons.

12. Ask Customer to Verify

Ask the customer to verify that they are able to set up the RSS Feed tile on a Space and that the feeds are working.

13. Troubleshoot Further

If you think it is a bug, you should be able to reproduce it. If you are unable to reproduce, make sure you are trying in the same conditions as the customer.

Things, that should be similar while testing, are listed below. 

1. Jive On-Premises version
2. Browser Version
3. Any applied hotfixes

If you cannot reproduce it, it is most likely not a bug. Start from scratch, and ask the customer what changes they have made to the configurations.

When you can reproduce the issue, create a Jira ticket in project JVHOPST (for On-Premises instances). See a list of Jira project codes for Jive.