Automic Support Case: When Java Disappears – How Tricise Solved a Critical AWI Logon Issue
This Automic Support Case from the Tricise Support Team demonstrates how analytical precision and deep platform knowledge can turn a complex AWI logon problem into a fast, clean resolution. Even well-maintained Automic Automation systems can face side effects from external dependencies such as Java or Tomcat. This case study shows exactly how Tricise handles such challenges with a structured support approach.
Situation at the Beginning – Setting the Stage for the Automic Support Case
The customer raised an Automic Support Case reporting failed logins to the Automic Web Interface (AWI) after uninstalling an outdated Java version. The environment ran on two servers: one failed after Java removal, while the other, still containing the old installation, worked fine. The system was functional but unstable — the failover was no longer guaranteed.
Initial Analysis – Investigating the AWI Logon Problem
The Tricise engineer began by reviewing the logs and error messages provided with the Automic Support Case.
The screenshot from AWI indicated a possible issue with the WS port. The ServiceManager log confirmed that the new Java installation was in use — ruling out version incompatibility. Searches through the Broadcom Knowledge Base and archived Tricise support cases revealed similar symptoms in past Automic Support Cases, some related to certificate mismatches — but that wasn’t the issue here.
Collaboration and Differential Diagnostics
A consultant from Tricise Professional Services joined the Automic Support Case to help analyze the customer’s environment. All configurations and certificates looked correct. To narrow down the root cause, the support team conducted a step-by-step diagnostic:
- JCP and REST processes were up and running.
- Both servers had identical configurations, except one had the old Java uninstalled.
- The Java version was supported and validated.
- Connectivity to the Automation Engine was stable.
With all checks passed, only one potential factor remained — Tomcat.
The Turning Point in the Automic Support Case – Checking Tomcat
Since all Automic components were fine, the Tricise engineer suggested restarting Tomcat, suspecting that it might still reference the old Java path. The restart, however, failed — an important clue. A Teams session was initiated to investigate the installation and compare logs from before and after the restart.
The logs revealed that Tomcat was still configured to use the old Java directory. After updating the Tomcat settings to the new Java path, Tomcat started successfully — and the AWI logon issue was resolved immediately.
Resolution and Outcome – Closing the Automic Support Case
The Automic Support Case was resolved by correcting the Java path in Tomcat’s configuration.
The AWI login worked seamlessly again, and the failover setup returned to normal operation. A few days later, the customer removed the outdated Java installation on the second server, confirming full stability across both environments.
Key Learnings from This Automic Support Case
- Java changes impact not only Automic processes but also supporting applications such as Tomcat and AWI.
- Tomcat continues running even after Java is removed — errors only surface after a restart.
- Regular environment checks before Java or system updates can prevent unexpected AWI issues.
- Collaboration between Tricise Support and Professional Services ensures faster, more accurate resolutions.
Conclusion – Proven Expertise in Automic Support Cases
Every Automic Support Case demonstrates how Tricise Support provides more than issue resolution — it delivers operational continuity and reliability. Through a structured, collaborative, and knowledge-driven approach, Tricise ensures your Automic Automation environment stays secure, compliant, and high-performing. For organizations seeking proactive monitoring, managed services, or expert escalation handling, learn more about Tricise Application Managed Services (AMS) or contact our experts directly via the Tricise contact form. Our experienced engineers are ready to support your next Automic Support Case with precision and care.
