CI Viewer service not available

When attempting to view any CI relationship, there is a spinning globe in the Data Visualization module for a few minutes, then it stops spinning. Eventually a message is displayed on screen: Sorry, service not available... try again later. No meaningful errors are captured in standard workflow logging.

Product
CMDB Atrium 2.1 CI Viewer

Solution
Mid-tier logging was enabled with the Data Visualization module selected and the issue was reproduced. The relevant error discovered was:

Exception while processing
requestilog.jlm.JlmLicenseCheckFailureException: No valid license found for ILOG JViews Diagrammer 6.5.
at ILOG.views.IlvGrapher.<init>(Unknown Source)
at com.remedy.cmdb.viewer.ui.CiView.<init>(Unknown Source)
at com.remedy.cmdb.viewer.ui.CiView.<init>(Unknown Source)
at com.remedy.cmdb.viewer.SupportServlet.getManagerView(Unknown Source)
at ILOG.views.servlet.IlvManagerServletSupport.a(Unknown Source)
at ILOG.views.servlet.IlvManagerServletSupport.getLock(Unknown Source)
at ILOG.views.servlet.IlvManagerServletSupport.d(Unknown Source)
at ILOG.views.servlet.IlvManagerServletSupport.a(Unknown Source)
at ILOG.views.servlet.IlvManagerServletSupport.handleRequest(Unknown Source)
at com.remedy.cmdb.viewer.CiViewerMain.processRequest(Unknown Source) at
com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unkno
wn Source) at com.remedy.arsys.plugincontainer.impl.plugincontainer.doRequest(Unknown
Source) at com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252) at
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173) at
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213) at
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:178) at
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:126) at
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:105) at
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:107) at
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:148)
at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199)
at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282)
at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at
org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:684) at
org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:876) at
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684) at
java.lang.Thread.run(Unknown Source)
The logs point out an issue when validating a JViews license.

BMC included a 3rd party library called JViews-graphics-framework-lib.jar inside of civiewer.jar and a file called deploy.txt which has our JViews license.

We expect the JViews-graphics-framework-lib.jar library to only be located under the mid-tier's /PluginsCache/<arserver>/civiewer/lib directory.

In two separate support cases we have discovered that one customer with Weblogic had copied the JViews-graphics-framework-lib.jar file to their Weblogic trusted lib directory because they were getting NoClassDefFoundError errors.

The second customer had JViews-graphics-framework-lib.jar and JViews-diagrammer.jar in the mid-tier WEB-inf/lib directory. Once the file(s) was removed and the webserver (Tomcat in case two) service was restarted the CI Viewer began working as expected.