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RoboHelp Server 9 Web Administrator Login not working

Narayanasamy_Dhanashekar
New Here ,
Oct 17, 2014 Oct 17, 2014

We have successfully installed Robo Help Server 9 and Apache Tomcat 7.0. We are successfully created the context in Robo Help Configuration Manager.

My laptop configuration: Win 7 64bit

During Web Administrator Login, we have faced the following error:

2014-10-17 17:20:22.997 [WARN] http-bio-8080-exec-4 adobe.robohelp.server.DatabaseManager -

java.lang.NullPointerException

  at adobe.robohelp.server.DatabaseManager.isConnected(DatabaseManager.java:461)

  at adobe.robohelp.server.AuthAgent.AuthenticateUser(AuthAgent.java:168)

  at adobe.robohelp.server.AuthAgent.Authenticate(AuthAgent.java:68)

  at adobe.robohelp.server.RoboHelpServer.doGet(RoboHelpServer.java:178)

  at adobe.robohelp.server.RoboHelpServer.doPost(RoboHelpServer.java:244)

  at javax.servlet.http.HttpServlet.service(HttpServlet.java:646)

  at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)

  at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)

  at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)

  at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:220)

  at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:122)

  at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:503)

  at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:170)

  at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)

  at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:950)

  at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:116)

  at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:421)

  at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1070)

  at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:611)

  at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:316)

  at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)

  at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)

  at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)

  at java.lang.Thread.run(Unknown Source)

2014-10-17 17:20:22.998 [WARN] http-bio-8080-exec-4 adobe.robohelp.server.AuthAgent -

java.lang.NullPointerException

  at adobe.robohelp.server.DatabaseManager.isConnected(DatabaseManager.java:472)

  at adobe.robohelp.server.AuthAgent.AuthenticateUser(AuthAgent.java:168)

  at adobe.robohelp.server.AuthAgent.Authenticate(AuthAgent.java:68)

  at adobe.robohelp.server.RoboHelpServer.doGet(RoboHelpServer.java:178)

  at adobe.robohelp.server.RoboHelpServer.doPost(RoboHelpServer.java:244)

  at javax.servlet.http.HttpServlet.service(HttpServlet.java:646)

  at javax.servlet.http.HttpServlet.service(HttpServlet.java:727)

  at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303)

  at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208)

  at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:220)

  at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:122)

  at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:503)

  at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:170)

  at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)

  at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:950)

  at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:116)

  at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:421)

  at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1070)

  at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:611)

  at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:316)

  at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)

  at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)

  at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)

  at java.lang.Thread.run(Unknown Source)

Please help us urgently.

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replies 4 Replies 4
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RoboColum_n_
LEGEND ,
Oct 17, 2014 Oct 17, 2014

Did you manage to display the Web Administrator logon page at all. In other words is the error only when you enter the userid / password. If so, what database are you using? Make sure it is one of the supported ones:

Recommended OS/database combinations for RoboHelp Server « Technical Communication Suite

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Narayanasamy_Dhanashekar
New Here ,
Oct 20, 2014 Oct 20, 2014
In Response To RoboColum_n_

We are using SQL Server 2008 R2. The errors are generated in the log file C:\Program Files\Apache Software Foundation\Tomcat 7.0\logs\robohelpserver.log

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RoboColum_n_
LEGEND ,
Oct 20, 2014 Oct 20, 2014
LATEST
In Response To Narayanasamy_Dhanashekar

Hi. Posting the location of the log file won't help anyone here. Neither will posting the log file's contents. You'd be better to send the log file to Adobe Support after you have checked the list of things in the link John posted.

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johndaigle
Advisor ,
Oct 17, 2014 Oct 17, 2014

Hi

I'm not sure what the error log code in your message means, but you might find a solution listed in this post helpful.

RH Server 9's Web Admin "Sign In" button is doing nothing...

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

John Daigle
Adobe Certified RoboHelp and Captivate Instructor
Newport, Oregon
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