This document enables users to troubleshoot common connectivity issues encountered during PDC configuration for on-premises systems.

• Introduction
• Common connectivity issues
  • Firewall rule needs DNS names or IP addresses
  • UnknownHostException occurs while connecting to PDC
  • Unable to use application gateway or ESB with PDC
  • Log4j2-AsyncAppenderEventDispatcher-2-HEALTH-ASYNCAES ERROR

Introduction

Pega Diagnostic Center (PDC) on-premises systems running on multiple stacks and networks with different settings and restrictions can cause connectivity issues when pushing data to the Pega Cloud hosted PDC service.

You might have to capture basic log information with the REST/SOAP Connectivity Logger to troubleshoot some of the issues in this support document.

Before enabling Debug mode, ensure that you complete all the steps from Configuring on-premises systems for monitoring with PDC and meet the following prerequisites:

• Each system has a unique name
• All monitored nodes have unique node IDs
• SSL certificates are installed correctly

Enable the following loggers in Debug mode:

• com.pega.pegarules.priv.util.logging.SOAPAppenderPega
• httpclient.wire.content
• com.pega.pegarules.integration.engine.internal.connect.rest.RESTConnector
• httpclient.wire.header

For more information about logger settings, refer to Configuring logger settings.

Common connectivity issues

Firewall rule needs DNS names or IP addresses

Symptom

You are unable to activate outbound traffic to PDC DNS names or specific IP addresses while using a firewall at the network level for communication over the internet to other systems.

Solution

To retrieve static IP addresses, perform the following actions:

1. In the command prompt, enter: nslookup <pdc_production_system_name>-service.pegacloud.com
   For example:

   nslookup pdcna1-service.pegacloud.com
   nslookup pdc-external-service.pegacloud.com

2. Record the two static IP addresses provided by the command prompt.

For details about your DNS name, contact Pega Support.

UnknownHostException occurs while connecting to PDC

Symptom

The system displays UnknownHostException errors in the logs while connecting to PDC after configuring a proxy server at the network level for communication.

Solution

1. Set the following parameters in the Java virtual machine (JVM) arguments:
   • -Dhttps.proxyHost
   • -Dhttps.proxyPort
2. If any of the internal endpoints must be connected without a proxy, set the -Dhttp.nonProxyHosts parameter.

For more information about enabling monitoring data, refer to Configuring on-premises systems for monitoring with PDC.

Unable to use application gateway or ESB with PDC

Symptom

You are unable to connect to PDC while using an Enterprise Service Bus (ESB).

Solution

The two following settings are used for PDC connectivity:

• prconfig/pdcconfig/altSOAPURL/default
• prconfig/pdcconfig/altRESTURL/default

To connect to PDC by using ESB, create a custom ESB service that provides mapping.

To connect to PDC through an application gateway, perform the following actions:

1. Point altSoapURL and altRestURL Dynamic System Settings (DSS) to the AppGateway/ESB endpoints.
   For example:

   altSoapURL = https://<company_url>/ServiceID
   altRestURL = https://<company_url>/ServiceID

2. Establish a service in the gateway, for example, PDCSOAP. Replace the endpoint with the SOAP endpoint URL and redirect the request to the PDC SOAP endpoint.
3. For REST services, set another parameter for the service name after the altRestURL ServiceID instance that is handled in the code.
4. Establish a service in the application gateway, for example, PDCREST. Construct the endpoint based on the initial part of PDC REST endpoints and the service name passed.
   For example:

   https://<pdc_host_name>/ServiceID/PegaAES/v1/logAgentInfo

5. In the ESB, construct the URL as in the following example:

   https://<pdc_host_name>/prweb/PRRestService/<hash>/PegaAES/v1/logAgentInfo

Log4j2-AsyncAppenderEventDispatcher-2-HEALTH-ASYNCAES ERROR

Symptom

The system displays the following log error when connecting to PDC:

Log4j2-AsyncAppenderEventDispatcher-2-HEALTH-ASYNCAES ERROR SOAPAppender _append() failed: java.lang.IllegalArgumentException: The XMLInputFactory does not recognize the property "reuse-instance". java.lang.IllegalArgumentException: The XMLInputFactory does not recognize the property "reuse-instance".

Explanation

A bug occurs in the Axiom JAR files when the monitored node is running on certain IBM Java versions.

Solution

To prevent this issue from occurring, prefix the classpath with other JARs by performing the following actions:

1. In the server.xml file, enable the jaxws and jaxb version 2.2 features by adding the following lines:

   <feature>jaxws-2.2</feature>
   <feature>jaxb-2.2</feature>
   

2. Save the server.xml file and restart the server.