Troubleshooting WebEA

If WebEA users experience a problem, an error message will be displayed on the screen. This topic provides a list of common WebEA error messages that could occur. Each entry describes the situation that has occurred and provides guidance on how to correct the error.

WebEA is not accessible

On initial set up, check that the web server can communicate with the Pro Cloud Server on the specified IP address and port.

See Browser Test on the Cloud Server Troubleshooting Help page.

Check that the IP address and port are correctly set in the webea_config.ini file.

In routine operation, also confirm that the server is running.

WebEA Error Messages

Issue	Comments	See also
Server could not be found	Server could not be found on the network! This error usually occurs when WebEA does not receive any kind of response from the specified server name (or IP number). Possible reasons: The server is turned off The server is behind a firewall and WebEA is unable to make a connection to it
Connection refused	There was no response from the server, check that Pro Cloud Service is running! Possible reasons: Pro Cloud Service is not installed Pro Cloud Service is not running Pro Cloud Service is not listening on the expected port
OSLC not supported	Your server is not configured to support OSLC. Possible reasons: WebEA communicates with Sparx Systems Cloud Service via OSLC, but the defined Sparx Systems Cloud Service has been configured to not allow OSLC requests
Unknown Protocol	Unknown protocol! Get system administrator to confirm that the correct protocol and port have been configured. Possible reasons: There is a mismatch between the connection settings; for example, 'sscs_use_ssl' has been set to true but a protocol of HTTP was specified
Incorrect login details	The specified login details were not valid for the current model! Possible reasons: The supplied user ID and password combination did not match any user credentials defined in the model
Connection timed out	Request Error: Connection timed out after 5001 milliseconds. Possible reasons: Invalid Cloud Server settings (sscs_*), WebEA can't connect to the defined server/port Apache/PHP web server requires a proxy server to reach the Cloud Service machine and the proxy settings defined in the .config file are incorrect/invalid
Failed to Connect	Request Error: Failed to connect to xxx.xxx.xxx.xxx port yy: Connection refused Possible reasons: The 'sscs_port' option in the webea_config.ini file does not match the port setting in your Pro Cloud Service configuration file (SSCloudServices.config); make them the same Note that, if the Cloud Service is being re-directed via IIS, you must ensure this matches the IIS port used for the Pro Cloud Service.
The configured database is not defined	The configured database is not defined in the Cloud Service. Possible reasons: The 'sscs_db_alias' option in the webea_config.ini file does not correspond to the 'Database Alias' defined in Add Database Manager; correct the values so that they do correspond	Add Database Manager
Problem reading the model root	Problem reading the model root. Possible reasons: The configured port for the current model is not a port the Pro Cloud Server is listening to The WebEA options for the current model do not match a Pro Cloud Server configuration
No response when selecting an Object	After WebEA loads the initial page (the model root or default diagram), there is no response to selecting objects. Possible reasons: The user's browser does not have javascript enabled; re-enable it The cURL PHP module/extension is not installed and enabled on the server; install/enable cURL on your web server The PHP version is wrong; it must be greater than PHP 5.0 with all extensions supported
An unexpected response was received	An unexpected response was received, check the cloud service configuration! This error normally occurs while attempting to login or connect to a model from the initial page. The error message will display whenever the response from the configured Cloud Service does not return the expected XML message. Check that the defined Sparx Systems Cloud Service server name and port are the details of an actual Cloud Service and not those of a web server.
The selected database does not have the extended OSLC	The selected database does not have the extended OSLC interface enabled. This error normally occurs if the selected model is not enabled for the Extended OSLC interface, which must be enabled using the configuration client. Possible reasons: The database has not been enabled for the extended OSLC interface The Pro Cloud Server's license has expired and the server is now operating as the free, core edition of the Cloud Service The License key entered is invalid and the Pro Cloud Server is operating as the core edition

Problems loading pages

Issue	Comments	See also
Pages don't load correctly	After the server has been updated to a new version of WebEA, clients experience problems with pages loading incorrectly. Possible reasons: The user's browser is using a cached version of WebEA's client side files which is causing unpredictable results The solution is to clear the browser cache, to force the browser to download the latest version of the application files from the server; the process for clearing the cache is different for each browser/device - consult the user manual for your browser
Login page in Internet Explorer	The 'Login' page is not drawn correctly and appears different to other browsers; that is, the selection boxes next to each model name are not square. All login attempts to models with authentication fail saying 'No model selected!' Possible reasons: IE is running in 'Compatibility View' mode, which does not support HTML5 and CSS3; turn off 'Compatibility View' at least for the server hosting WebEA

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