Instance unreachable

[tomcamish]

Hi All,

i hope i've put this in the right place.

I have remote access to a ServiceNow Eureka instance, our Dev one, which is installed on a Linux server. The setup is strange in that the server itself is hosted and maintained by another company - my team is responsible for the software.

I have previously been able to get to the ServiceNow page using the URL and log in etc, however I now get "Page cannot be displayed". I can get to our Live instance which is set up in the same way.

The only access I have onto the server itself is via Putty into the operating system, but as i've only been trained in setting up the user interface, i dont know enough about the installation of SN to be able to find where the problem lies (my suspicion is a firewall issue but i have been told to check everything else first).

Are there any services I can check the status of to try and figure out why I can't get on there?

The 3rd party has rebooted the server for me which didnt do anything.

Thanks in advance.

[Chuck Tomasi]

Hi Tom,

Here's where I would start.

• Is there a database daemon running (e.g. mysqld)? Without the database, the software is not going to run.
• Is there anything in the node log file? Navigate to the installation directory and look in the logs subdirectory at the latest log file for signs of trouble starting.

[tomcamish]

Hi,

Thanks for your reply.

Here's where i make myself look stupid - where would the installation directory typically be?

Thanks,

[Chuck Tomasi]

It really depends with on-premise installations.

If it were me on a Linux machine, I'd look for a key directory or file like this.

find / -name glide.properties -type f -print

That should get you in the right direction by locating one of the initial config files.

[tomcamish]

Thanks for this, it has got me into a folder containing the below files

glide.db.properties

glide.properties

glide-system-startup.conf

loffing-run-node-script.properties

servlet_status

tomcat-server.xml

glide-java-opts.conf

glide.properties.sample

logging.properties

overrides.d

tomcat-host.xml

wrapper.conf

Does this look like the right place?

Thanks again.