Troubleshooting Add-ons
This topic provides guidance on what to do if you encounter issues with either an individual Add-on or the Add-ons Service overall.
Unresponsive Add-ons Service
It is possible for the Add-ons Service to occasionally become unresponsive, in which case the system will respond as follows:
- If you're a Tridion Sites Cloud customer, the system responds by loading any Extensions that were loaded previously.
- If you're Tridion Sites on-premises customer, then by default, the service responds by killing the JVM, forcing the container to recycle.
addonunavailablekillservice. The default value of this property if not set is:
trueif you're a Tridion Sites on-premises customerfalseif you're a Tridion Sites Cloud customer
If your client is a Content Delivery microservice, you can set this environment variable using a -D switch in your microservice installation or startup script.
addonunavailablekillservice is as follows:
addonunavailablekillservicehas the valuetrue- When the client-side service starts, it attempts to connect to the Add-ons Service. If it fails to do so, it removes all existing Extensions before loading.
addonunavailablekillservicehas the valuefalse- When the client-side service starts, it attempts to connect to the Add-ons Service. If it fails to do so, it loads all previously loaded Extensions.
Failed status
If one or more Extensions in your Add-on fail in one or more environments, your entire Add-on is considered to have failed and will show a Failed status.
The following are some possible reasons for an Add-on to have a Failed status:
- The ZIP file is corrupted.
- The manifest.json file is invalid or not well-formed.
- The ZIP file could not be unpacked to the destination folder, because the application has no write rights to that directory.
- At least one Extension in the Add-on failed.
Your application administrator can either fix the problems, or take the offending environment(s) offline.
If your application administrator then tells you that the Add-on is up and running again, go to your Add-on's detail screen and select Refresh above the list of Extensions.