Cannot restart RICOH ProcessDirector™

Certificate issue discovered February 13, 2022.

Background

While developing the packaging methods that enable the pluggable architecture that provides the many free and paid features of RICOH ProcessDirector, we embedded a signed software certificate in the product as part of our feature management system. This certificate expired over the weekend.

Checks for the certificate are made each time the product starts so if RICOH ProcessDirector is stopped and started (to install newer code, perform routine maintenance, to recover from a network outage, etc.), RICOH ProcessDirector will not start again without remediation.

We have updated our feature management system to prevent this from happening again. Refer to the note below dated February 16, 2022.

What does this error look like?

There are numerous reasons that you might not be able to restart RICOH ProcessDirector. The steps below only apply to one specific circumstance. Only follow these steps if you experience #1 and either #2 or #3:

  1. RICOH ProcessDirector was stopped and cannot be started again.
  2. You see this message in the RICOH ProcessDirector System.trace file:

    AIWI6498E: Server System was shut down because the file /opt/infoprint/ippd/features/Base/feature.xml has been tampered with

  3. You see this message on the RICOH ProcessDirector login page:

    Server System was shut down because the file /opt/infoprint/ippd/features/Base/feature.xml has been tampered with. [AIWI6498E]

    Important:
  • July 13, 2022, 3:00 PM EDT

    If you have installed RICOH ProcessDirector 3.10.1 or higher OR have ProductUpdate-3.4.r227119.epk installed on your system, you do not have to complete this procedure. The fix is included in those packages.

    Customers running versions 3.7.1 – 3.8.x should upgrade to a supported release or call software support for assistance downloading the latest product update and other required EPKs.

    Customers running versions 3.6.1 or earlier should NOT follow the procedure below to install the update package. You must call software support for assistance, as additional details are required to determine the correct action to take.

  • March 4, 2022, 12:00 PM EST

    Updated command in step 3.4.

  • March 2, 2022, 10:00 PM EST

    Further simplified the procedures based on customer feedback and experience.

  • February 28, 2022, 7:00 PM EST

    Simplified the procedures based on customer feedback and experience.

  • February 22, 2022, 6:00 PM EST

    Updated procedure to clarify that these steps can only be applied to RICOH ProcessDirector 3.7 through 3.10.1. Customers running older versions (3.6.1 or older) must call software support for assistance.

  • February 16, 2022, 11:00 AM EST

    The Version 3.10.1 package on the software download site has been replaced to include the patch for this issue. You can install the updated Version of 3.10.1 or the Product Update feature on the Additional Files page instead of following the instructions below.

  • February 14, 2022, 5:45 PM EST

    Updated to add background section for this issue.

  • February 14, 2022, 1:00 PM EST

    Revised several steps for clarity.

  • February 13, 2022, 7:15 PM EST

    Instructions added below to address this issue. Download the update package, then follow the correct instructions for your operating system.

  • February 13, 2022, 2:15 PM EST

    Customers have reported that if they run stopaiw (on AIX or Linux) or stop the RICOH ProcessDirector service (Windows), they are not able to restart RICOH ProcessDirector. Restarting the server that RICOH ProcessDirector runs on also causes this issue. Note that routine maintenance or other scripts you might restart the RICOH ProcessDirector server.

    The Development team is investigating the issue to find the cause. Refer to this page for updates.

Follow these steps to install the patch for this issue:

  1. Verify the version of RICOH ProcessDirector that you have installed.
    • If you have version 3.7 or newer, continue with step 2.
    • If you have version 3.6.1 or older, stop here and contact software support.
  2. Download the patch that contains TamperedLicenseFix.jar.
    1. Use this link to download the patch: TamperedLicenseFix.zip
      MD5 checksum: bc9fc9d87e7f99dae412392233c500ad
    2. Copy the file that you downloaded to a location that you can access from your primary computer.
    3. Verify the checksum for the package matches the value listed above.
      Open a command prompt and run the correct command for the operating system you are working on. Replace File or package name with the name of the file or package to verify.
      • AIX:csum -h MD5 File or package name
      • Linux:md5sum File or package name
      • Windows:certutil -hashfile File or package name MD5

      If the value does not match, do not install the package. Delete the package and download again.

    4. Unzip TamperedLicenseFix.zip into the following directory:
      • AIX or Linux: $AIWDATA/patches
      • Windows: %AIWDATA%\patches
    5. Delete TamperedLicenseFix.zip from your system.
  3. RICOH ProcessDirector for AIX or Linux: Install the TamperedLicenseFix:
    1. Log in as the RICOH ProcessDirector system user (default is aiw1).
    2. Open a terminal and stop RICOH ProcessDirector by running: stopaiw
    3. Run these commands to backup the current interfaces.jar in /aiw/aiw1/patchtemp and create an updated interfaces.jar in /aiw/aiw1/patchtemp/work.
        Important:
      • Do not create backups of the interfaces.jar files that are being replaced!
      • cd /aiw/aiw1
      • mkdir patchtemp
      • cd patchtemp
      • cp /aiw/aiw1/lib/interfaces.jar .
      • mkdir work
      • cd work
      • jar -xf ../interfaces.jar
      • jar -xf /aiw/aiw1/patches/TamperedLicenseFix.jar
      • jar -cf interfaces.jar .
    4. Run this command to look up instances of interfaces.jar in /opt/infoprint/ippd and replace them with /aiw/aiw1/patchtemp/work/interfaces.jar:
      for Replace in `find /opt/infoprint/ippd -name interfaces.jar 2>/dev/null | grep -v "existingdb"`; do cp /aiw/aiw1/patchtemp/work/interfaces.jar $Replace; done
    5. Run this command to clean up temporary UI resources:
      java -Ddebug=true com.infoprint.ippd.xdk.activator.Doctor
    6. Start RICOH ProcessDirector by running: startaiw
    7. Before you log in to RICOH ProcessDirector, clear your browser cache and restart the browser.
  4. RICOH ProcessDirector for Windows: Install the TamperedLicenseFix:
    1. Log in to Windows as the user who installed RICOH ProcessDirector.
    2. Stop the RICOH ProcessDirector service.
    3. Make sure that no Java processes are still running for RICOH ProcessDirector. If any Java process are still running, kill them.
    4. Verify that TamperedLicenseFix.jar is in %AIWDATA%\patches.
        Note:
      • The default value for %AIWDATA% is: C:\aiw\aiw1
    5. Create a directory under %AIWDATA% called: patchtemp
    6. Copy %AIWDATA%\lib\interfaces.jar to: %AIWDATA%\patchtemp
    7. Copy the %AIWDATA%\patches\TamperedLicenseFix.jar to: %AIWDATA%\patchtemp
    8. Use Explorer to open %AIWDATA%\patchtemp. Make sure that you have 7-Zip installed.
    9. Right-click TamperedLicenseFix.jar and select: 7-Zip ⇒ Extract Here
    10. Right-click the com directory and select: 7-ZIP ⇒ Add to archive
    11. Change the Archive Format to: zip
    12. Change the Archive to: interfaces.jar
    13. Make sure Update mode is set to: Add and replace files
    14. Click OK.
    15. Use Explorer to open %AIWPATH%. Search for interfaces.jar. Replace every interfaces.jar file found in your search with the one you patched in %AIWDATA%\patchtemp\interfaces.jar.
        Important:
      • Do not create backups of the interfaces.jar files that are being replaced!
        Note:
      • The default value for %AIWPATH% is: C:\Program Files\Ricoh\ProcessDirector
    16. Open a command prompt and run this command to clean up temporary GUI resources:
      ippdprofile.cmd && java -Ddebug=true com.infoprint.ippd.xdk.activator.Doctor
    17. Start the RICOH ProcessDirector service.
    18. Before you log in to RICOH ProcessDirector, clear your browser cache and restart the browser.
Parent topic: RICOH ProcessDirector