[dspace-tech] Need urgent support for DSpace 7.3 - High criticality

[Thierry RUGWIZANGOGA]

Dear Team, 

Please help and assist to end my nightmare; 

Some of the Users (mostly those joined on the domain) are not able to browse well using any of the browsers (Chrome,Mozilla, Edge, Opera) for both our dspace site or demo7.dspace.org.

Once Logged in, some features seem freezing like Sidebar (and some menus from the freeze sidebar are freezing but others responding),

Below are some additional information;

Dspace error from Development tools (Console) on the Login Page : 

ERROR TypeError: Cannot read properties of undefined (reading 'responseMsToLive')

    at F (main.054635cb0bcac233.js:1:225190)

    at main.054635cb0bcac233.js:1:228465

    at main.054635cb0bcac233.js:1:2353260

    at a._next (main.054635cb0bcac233.js:1:2349127)

    at a.next (main.054635cb0bcac233.js:1:2337903)

    at f.subscribe.E (main.054635cb0bcac233.js:1:2358299)

    at a._next (main.054635cb0bcac233.js:1:2349127)

    at a.next (main.054635cb0bcac233.js:1:2337903)

    at main.054635cb0bcac233.js:1:2353253

    at a._next (main.054635cb0bcac233.js:1:2349127)

Vu @ main.054635cb0bcac233.js:1

Once Logged in I get the below error from the dev tools in Console also note that I have replaced the actual IP address with the "server_ip" 

main.054635cb0bcac233.js:1 Environment extended with app config

main.054635cb0bcac233.js:1 ERROR Error {stack: 'Error\n at http://server_ip:4000/main.054635c…16.3.125:4000/main.054635cb0bcac233.js:1:2349295)', name: 'EmptyError', message: 'no elements in sequence'}message: "no elements in sequence"name: "EmptyError"stack: "Error\n at http://server_ip:4000/main.054635cb0bcac233.js:1:2363764\n at new <anonymous> (http://server_ip:4000/main.054635cb0bcac233.js:1:2362771)\n at http://server_ip:4000/main.054635cb0bcac233.js:1:2352689\n at http://server_ip:4000/main.054635cb0bcac233.js:1:2358775\n at a._complete (http://server_ip:4000/main.054635cb0bcac233.js:1:2349295)\n at a.complete (http://server_ip:4000/main.054635cb0bcac233.js:1:2338080)\n at a._complete (http://server_ip:4000/main.054635cb0bcac233.js:1:2338317)\n at a.complete (http://server_ip:4000/main.054635cb0bcac233.js:1:2338080)\n at f.subscribe.E (http://server_ip:4000/main.054635cb0bcac233.js:1:2358371)\n at a._complete (http://server_ip:4000/main.054635cb0bcac233.js:1:2349295)"[[Prototype]]: Errorconstructor: ƒ ()[[Prototype]]: Object

Vu @ main.054635cb0bcac233.js:1

handleError @ main.054635cb0bcac233.js:1

(anonymous) @ main.054635cb0bcac233.js:1

invoke @ polyfills.80b2e5e5d85ef4ee.js:1

onInvoke @ main.054635cb0bcac233.js:1

invoke @ polyfills.80b2e5e5d85ef4ee.js:1

run @ polyfills.80b2e5e5d85ef4ee.js:1

(anonymous) @ polyfills.80b2e5e5d85ef4ee.js:1

invokeTask @ polyfills.80b2e5e5d85ef4ee.js:1

onInvokeTask @ main.054635cb0bcac233.js:1

invokeTask @ polyfills.80b2e5e5d85ef4ee.js:1

runTask @ polyfills.80b2e5e5d85ef4ee.js:1

Q @ polyfills.80b2e5e5d85ef4ee.js:1

Promise.then (async)

mt @ polyfills.80b2e5e5d85ef4ee.js:1

rt @ polyfills.80b2e5e5d85ef4ee.js:1

scheduleTask @ polyfills.80b2e5e5d85ef4ee.js:1

onScheduleTask @ polyfills.80b2e5e5d85ef4ee.js:1

scheduleTask @ polyfills.80b2e5e5d85ef4ee.js:1

scheduleTask @ polyfills.80b2e5e5d85ef4ee.js:1

scheduleMicroTask @ polyfills.80b2e5e5d85ef4ee.js:1

nr @ polyfills.80b2e5e5d85ef4ee.js:1

tr @ polyfills.80b2e5e5d85ef4ee.js:1

(anonymous) @ polyfills.80b2e5e5d85ef4ee.js:1

r @ runtime.166a14e1d4745e6f.js:1

(anonymous) @ 3706.97e830a0e94e334e.js:1

[Thierry RUGWIZANGOGA]

Dear Team, 

In addition to the above, is that even demo7.dspace.org and HAL Browser as well behave the same way as my dspace site; by saying this I get to the home page and some javascript links don't work!  

[DSpace Technical Support]

Hi,

I'm having trouble understanding the behavior you are mentioning.  On my end, the https://demo7.dspace.org demo site works perfectly OK.  I'm not seeing any issues.   Maybe there some sort of firewall or proxy on your end that is blocking your ability to download the Javascript app (The DSpace 7 User Interface is a Javascript application, and if that cannot download to your browser, then it obviously won't run properly.)

I'd recommend using our Troubleshooting Guide to look at the responses that come back when you try to access the User Interface: https://wiki.lyrasis.org/display/DSPACE/Troubleshoot+an+error#Troubleshootanerror-DSpace7.x(orabove)

You might start with trying to see what errors occur when you try to access https://demo7.dspace.org -- as that site is known to be working properly.   It's possible that the errors you see there could indicate what issue is occurring on your end (again, it almost sounds like a firewall or proxy issue of some sort).   You also should see if there's errors which are thrown by the *backend* (look for requests in your DevTools "Network" tab which specifically try to access the DSpace backend).   It's very possible you also have a misconfiguration and the frontend is not able to communicate with the backend... this usually results in one of the common installation issues listed at https://wiki.lyrasis.org/display/DSDOC7x/Installing+DSpace#InstallingDSpace-CommonInstallationIssues

Tim

[Thierry RUGWIZANGOGA]

Dear Tim, 

I am glad to have a response from you, as I was expecting to share some insight into a technical aspect point of view! In fact, as you said we are investigating on the other side (Domain GPO, Firewall, Antivirus, Proxy settings, any security software, and DNS Configuration) because the issue is affecting both our site and Demo as well! I'll go through as per your guide and revert back on the findings! 

Thanks 

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[Thierry RUGWIZANGOGA]

Dear All, 

It took quite a while to respond to this but I am glad to let you know that we managed to find out the solution to the root cause which was the Time difference between the Domain Controller and the DSpace server! After adjusting the time to sync with the right NTP Server on the DC the problem got solved.

Thanks and Enjoy Digital World!