Fix the Snow Commander Service Portal “503 Service Unavailable” error

Title

The Commander Service Portal may become unresponsive and display a 503 Service Unavailable error, affecting portal performance and maintenance operations. This error is typically linked to filters in the request processing chain that do not support asynchronous operations and appears in logs as:

The error in the logs typically appears as:

catalina.connector.Request - Unable to start async because the following classes in the processing chain do not support async [org.tuckey.web.filters.urlrewrite.UrlRewriteFilter, com.embotics.portal.security.SecurityHeaderFilter]

Follow the steps below to apply a fix and restore normal portal functionality.

Solution

Stop the Commander service
- On the application server, open the Windows Start menu.
- In the Snow Software program group, select Control Panel.
- In the Snow Software Control Panel, open the Service Control tab and select Services to launch the Windows Services console.
- Locate the Commander service, select it, and then click Stop.
- Verify that the service is no longer running.

Modify the web.xml file

Navigate to:

C:\Program Files\Embotics\Commander\tomcat\webapps\portal\WEB-INF\web.xml

- Add the following line to the relevant filter entries:
```
<async-supported>true</async-supported>
```
  Apply these changes to:
  - SecurityHeaderFilter (around line 132)
  - UrlRewriteFilter (around line 148)
Verify the changes
- Check that the web.xml file includes <async-supported>true</async-supported> for both filters as shown in the structure above.
Restart the Commander service
- Start the Commander service from the Windows Service Control Manager.

Outcome:
The Commander Service Portal should resume normal operations with improved performance and no 503 Service Unavailable errors.

Start the Commander service from the Windows Service Control Manager.

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Support Hub

Product

Snow Commander

Deployment type

Cloud

Visibility

Guest

URL Name

Fix-for-service-Portal-Service-Unavailable-Error

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Case id: 00001065