Problem Installing/Launching ARIS Express

James Yane on July 13, 2011

I am having a problem trying to initally launch ARIS Express. After entering my login credentials I am getting the following message.

We do not use a proxy server to access external websites. I am able to get to both "http://www.ariscommunity.com/" and "https://www.ariscommunity.com/" from my browser. Below are the network settings as set in my Java Control Panel.

Using Wireshark, I can see TLSv1 communication between my machine and 87.230.41.19. Listed below are the 4 records

Client Hello
Server Hello
Certificate, Server Hello Done
Alert (Level: Fatal, Description: Unexpected Message)

Obviously the last one looks to be the cause of the issue, I am just not sure what the problem could be given the settings above.

Thanks for your help.

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9 Replies

Frank Weyand on July 14, 2011 - 11:22

Hi,

thank you very much for your detailled message.

Express is creating an HTTPS request to check your community account. This is blocked. If you do not have a proxy, than there is another instance, e.g. router or firewall blocking this request.

I can't image there beeing another reason why this happens, because obviously, Express get's a timeout.

The connect might be allowed for the browser, but not for the Java virtual machine.

One thing you could try is to use "direct connection" in your connection settings instead of "use browser settings". If that does not work, I do not see any other possibility to clarify that with your IT.

Bye,

Frank

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James Yane Author on July 14, 2011 - 15:07

Frank,

Thanks for the response. I tried "Direct Connection" and got the same result. I turned on logging and the console display and have included the results below...

Java Web Start 1.6.0_26

Using JRE version 1.6.0_26-b03 Java HotSpot(TM) Client VM

----------------------------------------------------

c:   clear console window

f:   finalize objects on finalization queue

g:   garbage collect

h:   display this help message

m:   print memory usage

o:   trigger logging

p:   reload proxy configuration

q:   hide console

r:   reload policy configuration

s:   dump system and deployment properties

t:   dump thread list

v:   dump thread stack

0-5: set trace level to <n>

----------------------------------------------------

server running at port: 3120

server running at port: 3120

Jul 14, 2011 9:00:02 AM com.idsscheer.aris.common.ADebug println

INFO: [config] creating plugin.cfg from jar file

Jul 14, 2011 9:00:03 AM com.idsscheer.aris.common.ADebug println

INFO: [config] creating arisclient.cfg from jar file

2011-07-14T09:00:03,179 INFO - [focus] starting manager...

2011-07-14T09:00:18,991 INFO - [community] Failed to read server's response: RSA premaster secret error

To my knowledge our firewall would allow any traffic on ports 80 and 443 regardless of how its initiated (browser vs. java vm, etc.). Also, I do not have a local firewall running on the workstation. It doesn't seem to be an issue with a request timing out, I get the error messaeg almost immediately after clicking the "next" button.

Any other ideas as to what might be causing this issue?

Thanks,

James

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Frank Weyand on July 14, 2011 - 16:16

Hi,

I searched in the internet and found some entries, but there does no seem to be any solution.

I'd recommend a reinstall. Please delete the webstart cache first completely, because an unproper installation solved the problem in the cases I found in the net.

Bye,

Frank

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James Yane Author on July 14, 2011 - 18:07

Frank,

Thanks for your help. I got it working! I needed to reinstall both the application as well as the JRE. I had 1.6.7 and 1.6.26 both installed on my workstation, maybe that was throwing it off! Here is the process I went through...

    Uninstall Aris Express

    Uninstall ALL versions of Java

    Install Java from www.java.com

    Install Aris Express using Java WebStart

Everything is working great now!

Thanks for your help

James

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Frank Weyand on July 19, 2011 - 08:59

Hi James,

thank you for your feedback. We will add this to the list of topics to be checked if Express is not able to connect to the community.

Bye,

Frank

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Ben de Boer on July 26, 2011 - 09:46

hi James and Frank-

Unfortunately I do run into exactly the same problem! Before I follow the action-list of James, I want to understand what I'm supposed to do.

"Install ARIS Express using JAVA Webstart" . . . what is this about and what do I have to do differently than just running the downloaded .exe?

thanks for your help,

Ben

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Frank Weyand on July 26, 2011 - 11:08

Hi Ben,

James had the problem that he had two versions of a JRE on his machine. He just removed the one which was used, but which was to old. Now, only one valid JRE exits on his machine, and Express works.

If this is not the case on your machine - what I think that it's not - you need to check your proxy or JRE settings: http://www.ariscommunity.com/aris-express/installation-faq#https

Bye,

Frank

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Ben de Boer on July 26, 2011 - 18:14

Hi Frank-

Thanks for your assistance!

Indeed I don't have multiple Java engines installed. I followed your 'direct connection' and indeed it worked.

Please advise if I have change that setting ('direct connection') back.

thx

Ben

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Holger Wetterich on September 29, 2011 - 13:28

Hi Frank,

why I have to uninstall java completely?
All my others java application runs successfully ... e.g. Lotus Notes s.o. !

If uninstall java complete then I've got problems with my "good" java applications or I must reinstall all of them ... It's necessary or exist an other solution for this problem ?

Thanks for your feedback ..

Holger

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