topic Re: Error: The index service seems to be unavaliable. Please check the index service. in ArcGIS Enterprise Portal Questions

Error: The index service seems to be unavaliable. Please check the index service.

TobiasFimpel — Tue, 24 Jul 2018 16:57:01 GMT

I get this error intermittently when attempting to create and delete accounts. The intallation was done with Enterprise Builder on a virtual machine.

When I go to portaladmin I can see in teh Index Status the users "Count in store" is greater than "Count in index". Re-indexing does not solve the problem. I assume this symptom is related to the error message ("Error: The index service seems to be unavaliable. Please check the index service.)"

Software version is 10.6

Thanks for any help or suggestions.

Re: Error: The index service seems to be unavaliable. Please check the index service.

JonathanQuinn — Wed, 25 Jul 2018 16:38:29 GMT

Index related errors can be difficult to solve, so you may want to reach out to Support. Do you see a java.exe process running on the machine? That's the index service, so if you don't see it, then that's a problem. I assume you've tried to restart the service? If you were to reindex with the Portal logging DEBUG logs, do you see any errors in the logs?

Re: Error: The index service seems to be unavaliable. Please check the index service.

TobiasFimpel — Fri, 27 Jul 2018 20:14:53 GMT

Hi Jonathan,

thanks for your reply. I do have a tech support case open but so far to no avail. Please see my answers to your questions below. I appreciate any insights or suggestions.

Do you see a java.exe process running on the machine? Yes, several. But the machine runs ArcGIS Server as well so some of them are likely from ArcGIS Server and not from Portal.

I assume you've tried to restart the service? Yes.

If you were to reindex with the Portal logging DEBUG logs, do you see any errors in the logs?

Yes, here is what I see in the logs:

Indexer response. Error occurred during initialization of VM Unable to allocate 262144KB bitmaps for parallel garbage collection for the requested 8388608KB heap. Error: Could not create the Java Virtual Machine. Error: A fatal exception has occurred. Program will exit.

Simultaneously Windows gives me the warning "Your computer is low on memory. To restore enough memory for programs to work correctly, save your files and then close or restart all open programs." But as you can see in below screenshot the total memory used is only at 59%. I see the same warning sometimes when I run Python scripts or ArcGIS Pro on that VM.

Is there anything my IT department should configure differently on the VM? What pointers can I give them so they know where to look? Anybody else experience with this?

Re: Error: The index service seems to be unavaliable. Please check the index service.

TobiasFimpel — Mon, 30 Jul 2018 21:45:15 GMT

Update: we changed the Windows pagefile size from automatically managed to min:20GB, max:20GB; now re-indexing actually changes the numbers reported by the Index Status (so I can tell it is ding something) and I don't get the java heap size error, BUT the numbers are still off ("Count in store" is greater than "Count in index").

Re: Error: The index service seems to be unavaliable. Please check the index service.

AaronDorsey1 — Sun, 12 Dec 2021 16:14:29 GMT

Were you ever able to get the indexes to match? I am able to create and modify new accounts, but get "the index service seems to be unavailable" message in the portal logs when trying to delete older accounts. I restarted the Portal service first but no change. I finally gave in and restarted the machine but still no change. I wonder if there is a way to just remove the index and start from scratch.

After I reindex, the user store count (54) is still greater than the user index count (46)...

, 2019 5:19:18 PM com.esri.arcgis.portal.Indexer e INFO: Updating the user indexes. 
, 2019 5:19:18 PM com.esri.arcgis.portal.Indexer a INFO: Querying the database for table 'gw_users' and column 'username'. 
, 2019 5:19:18 PM com.esri.arcgis.portal.Indexer a INFO: Query returned 56 records. Executing new bulk composed of56actions 
, 2019 5:19:18 PM com.esri.arcgis.portal.Indexer e INFO: Total users indexed: 56 in 0 seconds.

Re: Error: The index service seems to be unavaliable. Please check the index service.

AaronDorsey1 — Sat, 23 Feb 2019 22:18:33 GMT

I see there's a way to manually delete users (Cannot Delete Portal Users), but even after a re-index, the store and index counts for the users type still do not match. And no other tables have a record count of 46.

Re: Error: The index service seems to be unavaliable. Please check the index service.

JonathanQuinn — Tue, 26 Feb 2019 17:56:46 GMT

You may have to contact Support so they can walk you through re-creating the indices, (which shouldn't be confused with reindexing). The index files under <default portal directory>\index may be corrupt.

Re: Error: The index service seems to be unavaliable. Please check the index service.

TobiasFimpel1 — Tue, 26 Feb 2019 18:27:22 GMT

Hi Aaron,

no I was never able to solve the problem. Esri tech support tried a lot of things...I can't remember if they ever tried deleting and re-creating the indices completely from scratch. After a lot of troubleshooting I concluded that it would be be easier for me to re-build on a new VM than to continue to troubleshoot. Since then I have always made sure that the machine has plenty of resources available because I believe having an under-resourced machine is how I caused the problem in the first place.

Re: Error: The index service seems to be unavaliable. Please check the index service.

DanCamboia — Wed, 27 Feb 2019 16:31:48 GMT

I have a call into support for this issue right now and I'm waiting to here back from them. While waiting I came across this and would like to know if you have any guidance to re-creating the indices or should I just wait for support?

Re: Error: The index service seems to be unavaliable. Please check the index service.

JonathanQuinn — Wed, 27 Feb 2019 17:57:44 GMT

It's best to wait for support as it requires modifying files on disk. We plan on adding a health check/repair type functionality to handle these situations automatically.

Re: Error: The index service seems to be unavaliable. Please check the index service.

DanCamboia — Thu, 28 Feb 2019 08:10:38 GMT

Thanks for the quick response. I'll wait for support.

Re: Error: The index service seems to be unavaliable. Please check the index service.

AaronDorsey1 — Wed, 27 Mar 2019 14:55:46 GMT

Any update?

Re: Error: The index service seems to be unavaliable. Please check the index service.

DanCamboia — Wed, 27 Mar 2019 22:34:44 GMT

It was definitely a process, but Esri support walked me through it. All the indexes are synced now.

Re: Error: The index service seems to be unavaliable. Please check the index service.

ErikLash1 — Wed, 17 Apr 2019 00:18:05 GMT

Can you elaborate about the steps that ESRI used? We are having the same issue but when I was on with Tech support they ended up booting us to 'bug' status and closing the ticket.

I'm a little concerned about the stability of our portal and whether or not we should just rebuild. Rebuilding would be a last resort for us as we have production in it dating back to 10.3.1 and would require months to recreate.

Debug logs don't show errors but Users out of sync. Reindex does nothing.

Decided to peak into the black box using PG Admin and run a few quick SQL queries to export a list of users from the store. Compared them with the list of users created by "ListUsers.bat" and found that I have 43 ESRI users in the store that are not in the index. Unsure about whether this is a problem or not.

Would be very happy if there is a way to rebuild the index and move on from this problem. I've told my users not to create any more content until we have resolution, that could be months away.

Re: Error: The index service seems to be unavaliable. Please check the index service.

DanCamboia — Wed, 17 Apr 2019 01:28:38 GMT

You actually need to rebuild the indices and it requires manipulating files on the disk drive. Definitely need Esri Tech Support assistance. Shouldn't take more than an hour or two.

Good luck.

Re: Error: The index service seems to be unavaliable. Please check the index service.

vijaybadugu — Mon, 29 Apr 2019 16:25:38 GMT

Did you resolve the issue ? Please let me know

Re: Error: The index service seems to be unavaliable. Please check the index service.

MatejVrtich — Wed, 05 Jun 2019 08:15:25 GMT

Was able to re-create indices following this: https://community.esri.com/thread/86574.

1. Stop Portal service

2. Backup C:\arcgisportal\index folder (eg zip it)

3. Replace content of folder C:\arcgisportal\index\nodes\0\indices with content of C:\Program Files\ArcGIS\Portal\framework\template\empty_index.zip.

4. Start Portal service

5. Recreate index running https://<hostname>:7443/arcgis/portaladmin/system/indexer/reindex with Mode=Full

Matej

Re: Error: The index service seems to be unavaliable. Please check the index service.

AnuSawant — Thu, 10 Oct 2019 00:17:15 GMT

Hi,

I am using Enterprise 10.6 singal machine deployment. I am trying to follow the steps you mentioned above to do reindexing but when I try to login using my Admin login details it is giving me error as your login details are not authorized, not sure why?

Any help would be appreciated.

Thanks,

Anu