Unable to get to the login screen in eDiscovery Platform.

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Article ID: 100076598

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Description

Error Message

The User interface will show the following: 

 

An error occurred while performing the request. 

Please contact system administrator for support. 

 

The Catalina logs will show the following numerous times: 

10-Nov-2025 16:25:03.725 WARNING [main] org.apache.catalina.core.StandardServer.await Invalid shutdown command [] received
10-Nov-2025 16:25:05.716 WARNING [main] org.apache.catalina.core.StandardServer.await Invalid shutdown command [] received
10-Nov-2025 16:25:07.722 WARNING [main] org.apache.catalina.core.StandardServer.await Invalid shutdown command [] received
10-Nov-2025 16:25:09.735 WARNING [main] org.apache.catalina.core.StandardServer.await Invalid shutdown command [] received
10-Nov-2025 16:25:11.716 WARNING [main] org.apache.catalina.core.StandardServer.await Invalid shutdown command [] received

 

The server log will show the following: 

2025-11-10 00:16:25,656 ERROR [cluster.upgrade.UpgradeHelper] (clusterupdateservice.clusterupdateservice:[]) [#250017] Error accessing patch repository: \\eDPServer1.veritas.arctera.net\F$\CWShared\PatchRepo


2025-11-10 00:16:25,659 ERROR [cluster.upgrade.UpgradeHelper] (clusterupdateservice.clusterupdateservice:[]) [#250017] Error accessing patch repository: \\%[master.host.name]\F$\CWShared\PatchRepo

 

Note: The error above shows the following FQDN 'eDPServer1.veritas.arctera.net' while the actual fqdn that the UI is going to is different. For instance, 'eDPServer1.arctera.com'.  

 

Cause

This issue can occur when there are two separate NIC cards on the server that are attached to two different domains. 

In this example the configuration is as follows: 

Server: edpServer1

Joined to Domain: arctera.com

UI URL: eDPServer1.arctera.com

NIC 1: arctera.com

NIC 2: veritas.arctera.com

Note: Both NIC cards have 'Automatic Metric' set. 

Resolution

To resolve this issue perform the following (Figure 1 below demonstrates the following steps): 

  1. Go to the adapter properties on the NIC that has the domain that the server is joined. (Note: In the example above it would be NIC1). 
  2. Double click IPV4
  3. Select the Advanced button
  4. Deselect 'Automatic metric'. 
  5. Then enter '1' in the interface metric box and select OK, OK, Close, and Close. 
  6. Then reboot the server. 
  7. Verify the user login interface is accessible. 

Figure 1:

 

Issue/Introduction

When attempting to access the User Interface users are unable to get to the login screen.
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