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"Service unavailable: End-user portal" error appears and user-portal web is inaccessible in SSFE

    • Updated:
    • 25 Oct 2016
    • Product/Version:
    • SafeSync for Enterprise 3.1
    • SafeSync for Enterprise 3.2
    • Platform:
    • iOS 9.2
Summary

You encounter the following symptoms in SafeSync for Enterprise (SSFE):

  • After logon, "Internal Error" appears on the page.
  • It just keeps loading after logon.
  • There is a system alert on the Dashboard that says "Service unavailable: End-user portal":

    Service Unavailable

Details
Public

To identify the root cause:

  • Look into /var/log/boot.log to see if this issue is encountered after rebooting. For example, if the Apache2 service failed, there should be an error message: "* Starting web server apache2 failed."

    Apache2 Failed

  • Look into /var/log/osdp/healthcheck.log to check if there are any error messages. For example, if the Apache2 service failed:

    Apache2 Failed

To resolve the issue:

  1. Go to the Administration/System Maintenance page in the Admin portal.
  2. Choose the "Restart SafeSync Service" option and click the OK button.

    System Maintenance

  3. After that, go back to the Dashboard and check the System Status again. Make sure that there is no alert message.

    System Status Alert

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1115598
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