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U.S. Department of Health and Human Services

For Industry

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Identifying and Fixing the WebTrader Cache Download Issue [HTML]

 

The FDA Electronic Submissions Gateway (ESG) will upgrade to version 5.5.2 of the Axway Interchange software on November 22, 2008. This version includes several changes to the WebTrader Java applet used to send submissions to the FDA ESG. During testing of this version in the pre-production environment, we identified an issue where the Java applet fails to download completely and causes WebTrader to fail. If this problem occurs, it is likely to occur the first time WebTrader is used after the upgrade. This page contains information on how to identify the problem and on what steps to take to fix the problem.

If the problem persists after trying to fix it using these steps, contact the FDA ESG staff at esgreg@gnsi.com.

How to recognize the issue with the failure to download files to the Java cache
  1. Close all Internet Explorer windows.
  2. Clear out the Java applet cache by using the Java control panel (in Windows Control Panel). Click the "Delete Files..." button in the "Temporary Internet Files" section.
  3. Open Internet Explorer.
  4. Open the Java console using the Internet Explorer menu "Tools|Sun Java Console".
  5. Press "5" to set the trace level to the most detail. When you do this correctly, you will see the following message in the Java Console:
    • Trace level set to 5: all ... completed.
    • If you do not see this message, then you have not completed this step correctly, and the log will not contain the information that we need.
  6. Send your submission as usual.
  7. If you see an error at any time, immediately stop (do not close IE). The Java log file should contain lines like the following. The strings of numbers and letters might change, but "haboob.jar" and "common.jar" should be there:

basic: Cached file name: haboob.jar-5186fcea-4260aca2.zip
basic: Cached file name: common.jar-355f6a7c-7de49212.zip

If these lines do not exist, then you have the cache download error.

The Java log file is displayed in the Java console, or it is also available at:
C:\Documents and Settings\[username]\Application Data\Sun\Java\Deployment\log\*.trace

Replace the "[username]" in that path with the username you use to log in to Windows.

 


How to fix the issue with the failure to download files to the Java cache:

The error is caused by Java not correctly caching one of the files that make up the WebTrader applet. We're not sure exactly what causes the issue, but it seems more prevalent when the Internet connection speed is slow.

If you follow these steps exactly, it should solve your problem:

  1. Close all Internet Explorer windows.
  2. Clear out the Java applet cache by using the Java control panel (in Windows Control Panel). Click the "Delete Files..." button in the "Temporary Internet Files" section.
  3. Open Internet Explorer.
  4. Log in to the ESG production system. You might get an error, but this is caused by the failure to download the applet correctly. If everything seems OK, you can skip the rest of these steps and just send the submission.
  5. Download the following file:
  6. Close all Internet Explorer windows.
  7. Unzip the downloaded file to the following directory:
    • C:\Documents and Settings\[username]\
    • The ZIP file contains all the directories and files needed. When you unzip, you must make sure you "use folder names" or "create directories".
  8. Open Internet Explorer.
  9. Open the Java console using the Internet Explorer menu "Tools|Sun Java Console".
  10. Press "5" to set the trace level to the most detail. When you do this correctly, you will see the following message in the Java Console:
    • Trace level set to 5: all ... completed.
    • If you do not see this message, then you have not completed this step correctly, and the log will not contain the information that we need.
  11. Send your submission as usual.
  12. If you see an error, immediately stop (do not close IE) and send all the files in the following directory to esgreg@gnsi.com:
    • C:\Documents and Settings\[username]\Application Data\Sun\Java\Deployment\log\
    • Replace the "[username]" in that path with the username you use to log in to Windows.
    • Please do not e-mail any log files to me directly...send them to the team address esgreg@gnsi.com.