Enterprise Console service is not starting in windows

[sundaravel_raj1]

DEBUG [2021-06-30 09:23:50,172] org.apache.tomcat.jdbc.pool.ClassLoaderUtil: Attempting to load class[com.mysql.cj.jdbc.Driver] from sun.misc.Launcher$AppClassLoader@764c12b6
TRACE [2021-06-30 09:23:50,187] org.skife.jdbi.v2.DBI: Handle [org.skife.jdbi.v2.BasicHandle@3dc82e6a] obtained in 333 millis
TRACE [2021-06-30 09:23:50,250] org.skife.jdbi.v2.DBI: statement:[/* ConfigurationStoreDao.get */ select property_key, property_value, property_schema, entity_id, entity_type, last_modified_at from configuration_store where entity_id = ? and entity_type = ? and property_key = ?] took 3 millis
DEBUG [2021-06-30 09:23:50,250] javax.management.mbeanserver: ObjectName = metrics:name=com.appdynamics.platformadmin.db.ConfigurationStoreDao.get
DEBUG [2021-06-30 09:23:50,250] javax.management.mbeanserver: name = metrics:name=com.appdynamics.platformadmin.db.ConfigurationStoreDao.get
DEBUG [2021-06-30 09:23:50,250] javax.management.mbeanserver: Send create notification of object metrics:name=com.appdynamics.platformadmin.db.ConfigurationStoreDao.get
DEBUG [2021-06-30 09:23:50,250] javax.management.mbeanserver: JMX.mbean.registered metrics:name=com.appdynamics.platformadmin.db.ConfigurationStoreDao.get
TRACE [2021-06-30 09:23:50,250] org.skife.jdbi.v2.DBI: Handle [org.skife.jdbi.v2.BasicHandle@3dc82e6a] released
ERROR [2021-06-30 09:23:50,250] com.appdynamics.platformadmin.core.service.EncryptionServiceSCSImpl: SCS initialization failed
! java.lang.NullPointerException: null
! at com.appdynamics.platformadmin.db.mappers.ConfigurationStoreMapper.map(ConfigurationStoreMapper.java:30)
! at com.appdynamics.platformadmin.db.mappers.ConfigurationStoreMapper.map(ConfigurationStoreMapper.java:25)
! at org.skife.jdbi.v2.RegisteredMapper.map(RegisteredMapper.java:35)

[iamryan]

Hi @sundaravel.rajendran,

Please check out this Documentation. It focuses on installing, but perhaps there is information there that will help out. If you are able to learn anything from that documentation, please share it with a reply back to this post.

https://docs.appdynamics.com/4.5.x/en/appdynamics-application-performance-monitoring-platform/enterp...

[sundaravel_raj1]

Hi  Ryan,
Thanks for replying. Unfortunately, the documentation doesn't talk anything about the issue that we are facing. 
We get error that is more specific to the encryption service and Credential store. I know there are documents for controller, EUM server. But, by any chance do you have any documents that gives us the steps to create/update the credentials store for enterprise console or specific to the below error message.

TRACE [2021-07-01 09:54:08,279] org.skife.jdbi.v2.DBI: Handle [org.skife.jdbi.v2.BasicHandle@5be4be74] released
ERROR [2021-07-01 09:54:08,279] com.appdynamics.platformadmin.core.service.EncryptionServiceSCSImpl: SCS initialization failed
! java.lang.NullPointerException: null
! at com.appdynamics.platformadmin.db.mappers.ConfigurationStoreMapper.map(ConfigurationStoreMapper.java:30)
! at com.appdynamics.platformadmin.db.mappers.ConfigurationStoreMapper.map(ConfigurationStoreMapper.java:25)

Thanks.

[iamryan]

Hi @sundaravel.rajendran,

Would this be it? https://docs.appdynamics.com/21.5/en/application-performance-monitoring-platform/secure-the-platform...

[jaganathan_ella]

Hi Ryan,

We tried this already. This link is specific to the Secure Credential Store of Controller and not for Enterprise Console. We are looking more specific to Enterprise Console.

Thanks.

[iamryan]

Hi @jaganathan.ellappan 

Thanks for letting me know. Let's see if the community can jump in and help out.

[jaganathan_ella]

Hi Ryan

Yet we are facing issue with enterprise console. Is there any playbook available for enterprise console upgrade in windows.

Thanks

[iamryan]

Hi @jaganathan.ellappan,

I found this in our Documentation as well.

"Yes, it is, but there are several differences between the Linux and Windows deployment. First, the platform components (Controller, MySQL database, Events Service, and EUM Server) all have to be installed on the same machine for Windows. The second difference is that the Enterprise Console on Windows does not support Controller High Availability. Finally, on Windows, you do not have the replication of the MySQL database and cannot install a second node through the Enterprise Console. On Linux, it is recommended to have at least three node clusters for the Events Service. "

https://docs.appdynamics.com/21.7/en/application-performance-monitoring-platform/enterprise-console

Let me know if that helps!

[Hiroki_Ito]

Hi @sundaravel.rajendran , @jaganathan.ellappan ,

If possible, could you please uninstall enterprise console, make sure platform-admin folder and platform-admin/.appd.scs file are deleted, and then try to install enterprise console again?

This error may happen during initialization when reading the .appd.scs file and data from the database.

Initializing the .appd.scs file and the database setting may solve the issue.

Even if that doesn't help, I recommend you to raise a support ticket.

https://community.appdynamics.com/t5/Knowledge-Base/How-do-I-submit-a-Support-ticket-An-FAQ/ta-p/289...

In addition, if you raise a support ticket, could you please share any learnings/outcomes with your conversation with support?

Best Regards,

Hiroki

[iamryan]

Hi @sundaravel.rajendran, @jaganathan.ellappan 

We're you able to try the fresh install that @Hiroki.Ito suggested? Please let us know!

[jaganathan_ella]

Hi Ryan

We are waiting on approvals to do those steps as it was already in running environment.

thanks

[iamryan]

Hi @jaganathan.ellappan,

Thanks for getting back to me! Please report back once you've been able to try it.

[jaganathan_ella]

Hi @Hiroki.Ito and @Ryan.Paredez 

Is it possible to uninstall the enterprise console alone without uninstalling other components like controller and controller DB etc. Since we are using SaaS version, all component are installed together in single machine.

Kindly help me on this.

Thanks

[Hiroki_Ito]

Hi @jaganathan.ellappan, 

The page below explains a way to uninstall the enterprise console without uninstalling other components.

You also need to discover existing components after reinstalling enterprise console.

However, this can be complicated and a support engagement could be helpful.

Support is only accessible for non trial/Lite customers.

・Uninstall the Enterprise Console

https://docs.appdynamics.com/21.8/en/application-performance-monitoring-platform/enterprise-console/... 

・Discover Existing Components

https://docs.appdynamics.com/21.8/en/application-performance-monitoring-platform/upgrade-platform-co... 

Best Regards,

Hiroki

[jaganathan_ella]

Hi @Hiroki.Ito 

will try this and let you know.

thanks

[jaganathan_ella]

Hi @Hiroki.Ito and @Ryan.Paredez 

Does this affect database if uninstall the enterprise console.

Is there any solution that can upgrade without service started. 

thanks

[Hiroki_Ito]

Hi @jaganathan.ellappan ,

This uninstalls enterprise console DB but not controller DB.

You can take backups for enterprise console DB and controller DB before uninstalling enterprise console.

・For enterprise console DB

https://docs.appdynamics.com/21.9/en/application-performance-monitoring-platform/enterprise-console/... 

・For controller DB

https://docs.appdynamics.com/21.9/en/application-performance-monitoring-platform/planning-your-deplo... 

> Is there any solution that can upgrade without service started.

Do you mean upgrade enterprise console without running it?

As written in the document below, enterprise console needs to be running to upgrade it.

https://docs.appdynamics.com/21.9/en/application-performance-monitoring-platform/enterprise-console/... 

> Make sure your Enterprise Console is running before you run the upgrade. This is to validate the Database Root User Password and Platform Admin Database Password. You will need to input the passwords when upgrading through the GUI.

Best Regards,

Hiroki

[jaganathan_ella]

hi @Hiroki.Ito 

Thanks but the issue is enterprise console service is not running and enterprise console DB service is running good! 

Will even try this and let you know what I get.

thanks

[jaganathan_ella]

Hi @Hiroki.Ito and @sundaravel.rajendran 

I have installed a fresh enterprise console and controller and have upgraded the version. Unfortunately, I have issues on both so I have backup all the dashboard and alerts & all other details required to full fill the app.

thanks

[Hiroki_Ito]

Hi @jaganathan.ellappan,

Thank you for the update and installing fresh enterprise console and upgrading controller.

Could you please elaborate more on what kinds of issues you have for both enterprise console and controller?

Please share screenshots showing the issue and snippet of logs if there are errors.

Log for enterprise console is platform-admin-server.log and logs for controller is server.log as written in document below.

https://docs.appdynamics.com/21.4/en/application-performance-monitoring-platform/enterprise-console/... 

Best Regards,

Hiroki

[iamryan]

@jaganathan.ellappan  we're you able to try out @Hiroki.Ito latest suggestion?