Overview

Users are not able to mark inbox items as unread.

• All users are affected.
• Click an unread item - it becomes non-bold. Refresh the page, it becomes bold again.
• Your instance is either Hosted or On-Premise.

Flowchart

Instructions

Rebuild EAE Stream

Follow the article: Users Unable to Mark Jive Notification Inbox Items as Read.

If the issue persists after this, follow the steps below to collect information required for support to troubleshoot further.

Check if New Messages and Notifications Are Appearing

If all users are not receiving new messages or notifications in their Jive Inbox, this indicates a wider problem with the EAE Service. You can verify this by following the below steps:

1. Login as User 1 and create a discussion in a space
2. Login as User 2 and reply to the above discussion

At this point, User 1 should receive a notification in their Jive Inbox.

Check if Home Page Streams are Updating

Home Page and News Streams also rely on the EAE Service to provide updates. If you find that these are not getting recent items then this is also an indication of a wider problem with the EAE Service.

Check if Group Activity Pages are Updating

Similar to Home Page and News Streams, the Activity pages on Social Groups and Spaces also rely on the EAE Service. 

Navigate to the following URL: <ANY_PLACE_OR_GROUP>/activity, does it show recent activities? You can compare the list with the /content page of the same place or group.

Check EAE Queue Depth

The EAE Queue Depth can give useful insights to support or engineering agents. If you contact us, provide all the information to ATLAS. If it creates a ticket, then, on the ticket, do send a screenshot of the EAE Queue Depth as well. See this article for more details.

To see the EAE Queue Depth:

1. Open the Admin Console
2. Navigate to System > Settings > Activity Engine
3. Click "Show Details" next to "Total Depth".
4. This will show the Queue Depth, as in the below screenshot.

Check if Activities are Going to EAE

More troubleshooting information that you can share with customer support includes information on whether activity information is going from Jive Core to the EAE service. To do so, please run the below query against the EAE database:

SELECT TO_TIMESTAMP(activitytime/1000), activityuserid, activitydescriptortype, activitydescriptorid, activitytype FROM jiveactivityfirehose WHERE activitytype IN (1, 16, 33, 39) ORDER BY activitytime DESC LIMIT 50;

Please share the results with customer support.

Gather Logs while Reproducing

It is important to gather various logs while reproducing the problem. SBS Logs and EAE Logs should be the first place to look for any error messages. Sometimes there are error messages in the browser console. Sometimes the error message is hidden and cannot easily be seen. In such cases, it helps to inspect the HTML elements in the browser. You should also record a HAR file while you reproduce the error.

1. Disable recommender temporarily (you can re-enable after capturing logs).
2. Create a discussion, then reply back to the discussion a few times with the same user. This should automatically create an inbox notification for this user.
3. Gather logs directly after doing this test.
4. Re-enable the recommender service.

You can now look for errors in the logs related to the discussion created above.

Some errors that you might come across include:

• 2021-07-08 12:24:20,402 [pool-9-thread-19] INFO [] org.apache.http.impl.client.DefaultHttpClient - I/O exception (java.net.SocketException) caught when connecting to {s}->https://out.genius.jivesoftware.com:443: Network is unreachable (connect failed)
• 2021-07-08 12:24:20,402 [pool-9-thread-19] INFO [] org.apache.http.impl.client.DefaultHttpClient - Retrying connect to {s}->https://out.genius.jivesoftware.com:443
• 2021-07-08 12:24:40,473 [CheckRecommenderForCommandThread] WARN [] com.jivesoftware.service.reco.http.client.HttpClient - dispatch error: path: /api/data/v2/message, metaProperties: X-JIVE-SYSTEM-ID=40047d17-8d43-4e50-91fa-297511d1dd08-uat, request: , cause: Connection timed out (Connection timed out) [ConnectException]

Contact Us

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:

<supportagent>

Refer to #2807235 and create a ticket with Engineering with all the gathered information to request further insights.

</supportagent>