000036785 - RSA Identity Governance & Lifecycle fails to start with "Unable to get avdb connection" message

Document created by RSA Customer Support Employee on Oct 12, 2018•Last modified by RSA Customer Support Employee on Aug 14, 2019
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Article Number000036785
Applies ToRSA Product Set: Identity Governance & Lifecycle
RSA Version/Condition: 7.0.2, 7.1.0, 7.1.1


 
IssueRSA Identify Governance & Lifecycle fails to start correctly and the console shows the following message:

Initialization Status Initialization operations completed. Server is ready to accept requests. Unable to get avdb connection to check for data re-encryption. Verify that the database is available and a connection to the avdb database can be made with the avuser credentials
 

The aveksaServer.log shows the following errors:
 

09/25/2018 20:52:21.069 ERROR (MSC service thread 1-12) [com.aveksa.migration.jdbctool.CheckDatabase] Unable to get avdb connection
java.sql.SQLException: javax.resource.ResourceException: IJ000453: Unable to get managed connection for java:/jdbc/avdb
...
Caused by: java.sql.SQLException: Listener refused the connection with the following error:
ORA-12514, TNS:listener does not currently know of service requested in connect descriptor

09/25/2018 20:52:21.099 ERROR (MSC service thread 1-12) [com.aveksa.migration.jdbctool.CheckDatabase] Unable to get avdb connection to check for data re-encryption
java.sql.SQLException: javax.resource.ResourceException: IJ000453: Unable to get managed connection for java:/jdbc/avdb



The server.log shows the following warning message:
 

2018-09-25 20:52:21,061 WARN  [org.jboss.jca.core.connectionmanager.pool.strategy.PoolBySubject] (MSC service thread 1-12) IJ000604: 
Throwable while attempting to get a new connection: null: javax.resource.ResourceException: Could not create connection


Please refer to RSA Knowledge Base Article 000030327 -- Artifacts to gather in RSA Identity Governance & Lifecycle to find the location of the log files for your specific deployment.


The acm statusoracle command shows the database is running but that the listener is not supporting any services. 
 

acm-710:~ # acm statusoracle
CRS-4638: Oracle High Availability Services is online
Database is running.

LSNRCTL for Linux: Version 12.1.0.2.0 - Production on 26-SEP-2018 14:39:56

Copyright (c) 1991, 2014, Oracle.  All rights reserved.

Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=IPC)(KEY=EXTPROC1555)))
STATUS of the LISTENER
------------------------
Alias                     LISTENER
Version                   TNSLSNR for Linux: Version 12.1.0.2.0 - Production
Start Date                23-AUG-2018 19:07:30
Uptime                    33 days 19 hr. 32 min. 26 sec
Trace Level               off
Security                  ON: Local OS Authentication
SNMP                      OFF
Listener Parameter File   /u01/app/12.1.0/grid/network/admin/listener.ora
Listener Log File         /u01/app/oracle/diag/tnslsnr/acm-710/listener/alert/log.xml
Listening Endpoints Summary...
  (DESCRIPTION=(ADDRESS=(PROTOCOL=ipc)(KEY=EXTPROC1555)))
  (DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=acm-710.vcloud.local)(PORT=1555)))
The listener supports no services
The command completed successfully
CauseThis issue may occur if the Oracle listener is running, but has lost connection to the Oracle database.
ResolutionStop the Oracle Listener service with the acm stoporacle command, then start it again with the acm startoracle command.
 

acm-710:~ # acm stoporacle
CRS-4621: Oracle High Availability Services autostart is disabled.
CRS-2791: Starting shutdown of Oracle High Availability Services-managed resources on 'acm-710'
CRS-2673: Attempting to stop 'ora.LISTENER.lsnr' on 'acm-710'
CRS-2677: Stop of 'ora.LISTENER.lsnr' on 'acm-710' succeeded
CRS-2673: Attempting to stop 'ora.evmd' on 'acm-710'
CRS-2677: Stop of 'ora.evmd' on 'acm-710' succeeded
CRS-2793: Shutdown of Oracle High Availability Services-managed resources on 'acm-710' has completed
CRS-4133: Oracle High Availability Services has been stopped.
CRS-4639: Could not contact Oracle High Availability Services
acm-710:~ # acm startoracle
CRS-4622: Oracle High Availability Services autostart is enabled.
CRS-4640: Oracle High Availability Services is already active
CRS-4000: Command Start failed, or completed with errors.
CRS-4638: Oracle High Availability Services is online
Database is running.


Note: If this resolution does not resolve your issue, please refer to related RSA Knowledge Base Article 000037824 -- After restarting RSA Identity Governance & Lifecycle, the browser shows an Initialization Status screen with connection errors and users are unable to login for additional assistance.  

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