CAST IMAGING - General Troubleshooting Steps

Action Plan

1. If you are using the Firefox browser and you have some grey zones in the screen, then you may need to do these steps: 
   
   1. Go to Options -> 
      2. Search for Performance:
      
      
      
      3. Uncheck the options "Use recommended performance settings" and "Use hardware acceleration when available".
      4. Restart the browser and check if you are still able to see grey zones when accessing imaging.
2. If you have setup imaging for https and are having problems getting it to work, please make sure that you have the proper certificates.  You may also need to import the certificates into the Java keystore being used by imaging with the Java keytool command.
3. If you are using SAML with Imaging and having some intermittent authentication issues, then make sure that you have set the maxAuthenticationAge attribute in webSSOProfileConsumer Bean to match the session timeout value in the SAML/IDP system.
   1.  see the following page for more information: https://community.microstrategy.com/s/article/KB440621-Authentication-statement-is-too-old-error-preventing-user-from-login-into-MicroStrategy-using-SAML?language=en_US
4. If you are having the error 'internal server error' when applying a key or if neo4j is not starting, then the neo4j database may be in recovery mode.  This can happen after a system crash or abort or panic due to disk space issues.  To resolve, please do the following:
   
   1. run the following command on the neo4j database: CALL dbms.quarantineDatabase('neo4j',false)
      1. For assistance with accessing the neo4j database, please see this page:  CAST Imaging System - Information - How to access Neo4j
   2. restart the neo4j service
   3. You may also have to need to clear up corrupted quarantine_marker files.  If in the debug.log in the imaging logs, you see something like this:
      1.  NegativeArraySizeException: -1402428654 at LimitedStringChannelMarshal.unmarshal at SimpleFileStorage.readState at QuarantineManager.readQuarantineMessage
         1. which would mean that you need to stop neo4j, then rename the files in the default location of C:\ProgramData\CAST\Imaging\CAST-Imaging-Viewer\Neo4jData\databases\imaging\quarantine_marker and then restart neo4j. You can rename the file to .bak for example.
   4. You may need to clear up transaction logs prior to the steps above.  If in the debug.log in the imaging logs, you see something like this:
      1.  Fail to read transaction log version XXXXX
         1. which would mean that you need to remove the file <Neo4j_data>/transactions/neo4j/neostore.transaction.db.XXXXX and then issue the commands above to move the database out of quarantine mode
5. If the problem you are facing does not match any case listed in this page, report your problem to CAST Technical Support and provide the below relevant input

Relevant Input

1. Screenshot showing the issue 
2. CSV file resulting from the export process - Export and import the Application data
3. Log file resulting from the export process - Export and import the Application data
4. Cast Imaging System log files - Logging
5. CAST Analysis Service schema