378 IBM Content Manager OnDemand Guide
18.1  Troubleshooting common problems
While administrators and users work with Content Manager OnDemand systems, they might 
encounter various problems. These problems can occur in several main areas. We classify 
them into the following categories:
/SM590000Indexing and loading issues
/SM590000Content Manager OnDemand maintenance issues
/SM590000Monitoring the main server task arssockd
/SM590000Installation and migration issues
/SM590000Common server messages
In this section, we describe several of the common problems and provide possible solutions 
to them. At the end of the section, we also include a list of common server messages. 
18.1.1  Client issues
Users often encounter the following common problems when they run client-side applications: 
/SM590000Problem: Client connection received the error Server failed while .... 
Reasons: The following areas might cause this problem:
– Server is not up, or the server is up but not responding to a request
– TCP/IP problems between Windows and the OnDemand host
– Protocol problem
– Firewall problem 
Resolution: Check the following conditions:
– OnDemand library server is up, and it accepts requests. For example, log on to the 
OnDemand host and issue an arsdoc query against the OnDemand system log. 
– Y ou can ping the OnDemand host. If not, consult your OS support. 
– The port OnDemand server is listening and ready for a supported protocol. For 
example, issue the netstat -tulpn command. 
– The Linux fire wall is not on. For example, use the systemctl status firewalld 
command to turn off the firewall by issuing the systemctl disable firewalld 
command. 
/SM590000Problem: Content Navigator or a custom application encounters an error with OnDemand.
Resolution: Test the scenario with the OnDemand Windows client first. If the problem 
cannot be reproduced, turn on the OnDemand Web Enablement Kit (ODWEK) trace. (See 
18.2, “Information collection” on page 389). After the ODWEK application programming 
interface (API) in question is identified from the trace, run a stand-alone program to test 
the API. (A sample program can be requested from IBM.) 
Tip for determining the cause of the problems: For the UNIX platform, the console 
message might help determine the cause of the problem. However, if you use Telnet from 
your personal computer, you might miss the important console message. For AIX, you can 
switch the console to your current terminal by running the swcons 'tty' command. To 
switch it back to the console, run the swcons command.