Installation troubleshooting

  Administration > System administration > Server > Install, Upgrade, and Migrate Jama > Install Jama >

Installation troubleshooting

Previous pageNext page Print this topic! Mail us feedback on this topic!

Basic Troubleshooting Steps

Installation of the Admin Console read visit the following URL in your browser, but the URL does not work.

Most likely you skipped the question "choose one of the following network interfaces" that was asked during the installation of the Admin Console. Note that this question was only shown for 60 seconds unless you used the no-auto option. See Installation of the Admin Console.


When you select the Open link, Jama cannot be found ("This webpage is not available").

Verify the "Host name" entered in the "Host Name" section of the settings. It may contain a host name that does not properly point to the application server.


When you select the Open link to open Jama, your web browser states that the connection is "not private" or "not secure."

Verify the "Custom TLS configuration" in the "Host Name" section of the settings. This behavior is expected if you chose a self-signed certificate or uploaded an invalid certificate.


When you select the Open link to open Jama, it works fine. If other users go to the same URL, their web browser states that the connection is "not private" or "not secure."

Verify the "Reuse admin console TLS configuration" in the "Host Name" section of the settings. If the Admin Console is using a self-signed certificate, you may have already told your web browser to "Proceed ... (unsafe)" or "Add exception," while other users have not. Decide how you want other users to access Jama; perhaps a signed certificate makes better sense for your general user base.


The dashboard reads "Starting" or "Queued" for a long time, with no visible progress, or the dashboard reads "Error."

This is worth investigating in the log files on the application server. See Folder Locations. Specifically look for errors, exceptions and stack traces in /logs/tomcat/catalina.out and /logs/tomcat/contour/contour.log.


Can I change the levels at which Jama writes log information?

Yes, in /data/log4jconfig/ you can change appenders and log levels for the core Jama application. The log configuration for Elasticsearch and search service can also be found in /data/config. Note that you cannot change the location where log files are written to. Changes to these configuration files are applied within a few seconds. Changes to this configuration file are persisted across restarts of the Jama application.


Something else went wrong.

Please get in touch with Jama at You should include a Support Bundle.


The dashboard reads "Error" the startup failed, and it reads: “problem: Cannot create database jama: Connections could not be acquired from the underlying database!”

Most likely there’s something wrong with your database settings, or the ability of the application server to connect the database server. Go to Admin > Settings, and double-check your database settings.


I am having problems changing the database (name).

Stop the application. Remove the following file from the application server: /data/tenant/ Change the settings, specifically change the database (name). Start the application. See Restarting Jama to stop and start the application.


Can I make thread dumps of the core Jama application?

Yes, using the following command on the application server you will get a single thread dump of the core Jama application: jamacli jamacore-thread-dump


jamacli jamacore-thread-dump


Are thread dumps of the core Jama application included in the Support Bundle?

Yes, three thread dumps at five second intervals, at the time of creating the Support Bundle, are included in the Support Bundle.


Can I create thread dumps for containers other than the core Jama application?

This is currently not supported.