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ConfigurationLoadFailed/RequestError: 500 message after viewer upgrade

Allison Charko
Good morning,

 

We upgraded Essentials and our Viewers yesterday. Essentials seems to be working fine, but none of our sites will load. We get "An error occurred. ConfigurationLoadFailed/RequestError: Unable to load (name of site)/virtualdirectory/Resources/Config/Default/Desktop.json.js status: 500

 

We've rebooted the server several times but nothing seems to work. The old viewer doesn't work and adding a new viewer from the new viewer template gives the same error.  

 

Thanks for any help you can provide.

 

Allison Charko

 

acharko@citywindsor.ca
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Comments

11 comments

Date Votes
  • Permanently deleted user
    Hi Allison,

     

    It sounds like Geocortex Core may not be running but it could be several things.  This is a fairly long article but it may help you narrow down what part is not working - 

     

    https://support.geocortex.com/essentialsGSCkba?sub-nav=kba&main-nav=essentials&#!/feedtype=SINGLE_ARTICLE_DETAIL&criteria=BESTANSWERS&id=kA3600000004NliCAE

     

    I would start at the REST endpoint URL in a browser and see if that is working, if the REST endpoint is not working your sites will all be down.   An example REST endpoint URL is - 

     

    http://YOURSERVER/Geocortex/Essentials/REST/sites

     

    Finally, if you are stuck, submit a support case.

     

    Regards,

     

    Wayne
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  • Allison Charko
    Thanks Wayne,

     

    We found that if you looked at the sites and the "Site Summary - Site Loaded:" value said "Never" instead of a date. If you click "Reload Site", the date would populate and the site would load. This has happened a couple of times now, but clicking "Reload Site" seems to have fixed the issue. I'm not quite sure why this would be happening; it's as if it can't read the XML file until we hit the "Reload Site" button. I think it's somewhat strange, since it only started happening post upgrade. This wasn't an issue before and now it's sporadic. 

     

    Allison
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  • Allison Charko
    This continues to be an issue for us. Randomly, the sites will say "Site Loaded: Never" and nothing will load. This just started happening after our upgrade. I think I need to submit a ticket for this but there is no consistency to when it happens.
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  • Permanently deleted user

    Hi Allison,

     

    I agree, a support ticket sounds like a good idea.  Hopefully it will occur on the support call and we can get to the bottom of it.

     

    Regards,

     

     

    Wayne

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  • Permanently deleted user
    Allison did you ever isolate this?

     

    See my links here:

     

    https://support.geocortex.com/essentialsGSCForum?sub-nav=forum&main-nav=essentials&#!/feedtype=SINGLE_QUESTION_DETAIL&dc=GEManager&criteria=OPENQUESTIONS&id=906f2000000Cri6AAC

     

    https://support.geocortex.com/essentialsGSCForum?sub-nav=forum&main-nav=essentials&#!/feedtype=SINGLE_QUESTION_DETAIL&id=90660000000GuETAA0

     

    https://support.geocortex.com/essentialsGSCForum?sub-nav=forum&main-nav=essentials&#!/feedtype=SINGLE_QUESTION_DETAIL&id=906f2000000fy4PAAQ
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  • Allison Charko
    Hi Dylan,

     

    We logged a support ticket and it turned out that when we updgraded viewers, a value was incorrect and it had to be manually changed.  We had to update the REST web.config file to include the correct Newtonsoft.Json dll (change from version 8.0.0.0 to version 9.0.0.0). That resoved the issues. We also added some RAM to our server but I think that was a separate issue.

     

    Hope this helps. 

     

    Allison
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  • Permanently deleted user
    Hi Allison,

     

    I just copied a full Site from the production env to assessment env. I am getting the same errors that you faced. the only difference that I have is that I am consuming a map server from external source. and in my REST endpoint it reads that "Can not resolve the remote server name". however if i create a new site and add the smae map service, every thing works fine. 

     

    I have tried sevral thing, CORS, proxy page, HTTPS protocol, restarting of Server, Reloading the site but nothing worked

     

    any clue?

     

    Qaissar Nadeem
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  • Allison Charko
    @Qaisar Nadeem Did you check the Newtonsoft.Json dll? That ended up being the issue for us. I would submit a ticket if it still doesn't work. Could there be something that you're trying to reach from your production environment that isn't available through your assessment environment?
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  • Permanently deleted user
    Thanks @Allison Charko apparently there is nothing different, and this is what I am trying to find. the work around that I used, is just to remove the external Map Services and then add them again and they start working. similarly if I create a new site and add all the map services, it works fine. Thanks again
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  • Andrew Ritchie
    Hi all, Just adding my scenario in case it helps anyone. Same symptoms as Allison.
    • ConfigurationLoadFailed/RequestError: Unable to load (name of site)/virtualdirectory/Resources/Config/Default/Desktop.json.js status: 500
    • "We found that if you looked at the sites and the "Site Summary - Site Loaded:" value said "Never" instead of a date."
    • Browsing to http://%domain%/Geocortex/Essentials/REST/sites works, but trying to see the endpoint for a site doesn't.
    My issue was: since I was building a new site side by side our existing one - I hadn't set up an externally accessible domain for the new build (we'll swap the existing domain to the new server when it's ready).- I knew this would be an issue and was just using Windows Auth instead of ArcGIS Online auth. But I completely forgot about the ESRI basemap that we use in all our sites. :facepalm:

     

     

    So for my testing, I've just removed the ESRI base map - all errors go away, I can test all other functionality, and just add the basemap back in when I'm able to link it to AGOL.

     

     

    C:\Program Files (x86)\Latitude Geographics\Geocortex Essentials\REST Elements\REST\App_Data\Logs

     

    May contain a better error for you to troubleshoot

     

     

     

     

     

     

     

     
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  • Permanently deleted user
    We just experienced the same issue.

     

    The posted solution is correct. REMOVE BASEMAPS, I had three OSM ESRI and internal.

     

    Once removed SAVE SITE

     

    Review the Site Summary and the "Never" is removed and a Date Appears.

     

    Site Opens for clients as normal now.

     

    Good Catch. Thank You
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