The Runtime Service cannot communicate with the Entitlements Service

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The information below details some of the possible scenarios when this error occurs, and how to troubleshoot it.

For the exact reason why this communication failed, refer to the Local Log file of the Runtime Service in the <garoot>/log directory. The filename format is: LocalLog_RUNTIME_<instance><n>_<pid>.log.

For detailed descriptions of the causes and their solutions, refer to the Troubleshooting Guide.

Possible reasons for this error

No Entitlements Service is available

Solution

Check:

• if any of the Entitlements Services is running. Check the states of the Entitlements service instances using the GaFind command, or check the status of the service instances in the SCA.
• the URL and port number specified in the gaRuntimeServiceTraderUrl setting. To check the connection, try to ping the hostname in the URL.
• the connection to the machine which hosts the Entitlements Service by pinging the machine hosting it. The Runtime Service Local Log should provide the machine name to which the Runtime Service is trying to connect.

The RuntimeSSL setting is not configured properly

Solution

Check:

• if the SSL flags are correctly enabled in both Runtime Service and server machines using the gaRuntimeSSL flag.
• if the KeyStore is transferred properly. Check the gaKeyStore setting in both the server and Runtime Service machines, and ensure the gaCA entry is the same in both the machines. (This means that both machines are trusting the same Certification Authority (CA).

You are using PAT, NAT and/or firewalls, but the proxy information is not properly configured

Solution

Check:

• if you are using PAT or NAT, ensure the gaProxy setting is set to true.
• if you are using either PAT or NAT, ensure your Proxy IORs are correct.
• the Runtime Service Local Log for information on which IP address and port number the Runtime Service is using to connect with the Entitlements Service. Ensure they are the right ones from the machine that is hosting Runtime Service.
• if the right ports are opened in the firewall. Refer to the firewall documentation for detailed instructions.

The Entitlements Service cannot accept the amount of connections required by all the Runtime Services

Solution

Check:

• the gaAjpListener setting in the Entitlements Service to ensure it can accept all the required connections
• the gaMaxProcessers and gaMinProcessers to ensure Entitlements Service(s) can handle all the required connections

The gaSvcIP setting for the Entitlements Service is "localhost"

Solution

Change this setting to the IP Address on which the Entitlements Service should listen. Using "localhost" makes the Entitlements Service accept requests only from the machine that is hosting it.

None of the above scenarios are applicable

Solution

Refer to the Troubleshooting Guide.

Customizing this error message

To customize this message, edit the <garoot>EntitlementError.html file.

Alternatively, define the <gaEntitlementErrorTemplate> setting in the proper virtual server instance, and specify the filename that contains the error template.