xMatters 5.0 patch 003 Release Notes


Document Overview

Release Overview

Installing This Patch


Document Overview

These release notes are for the following xMatters patch release: 

Patch version: PATCH-500-003

Revision: 54050 

NOTE: This document is subject to change after the initial release of this patch. If you would like to be alerted when the document is modified, click Receive email notifications on the Actions menu to the right of this document.

Release Overview

This is a MANDATORY cumulative patch for xMatters version 5.0. This patch addresses issues that were preventing Adminstrators from logging in to the web user interface, and errors in telephone handling.

This patch should be applied to all xMatters Application Nodes, Notification Nodes and Web Servers (and to the DataSync Server, if applicable). 

Note that this version of the xMatters installer is capable of installing a new xMatters deployment, including all of the updates released in this patch, or of patching an existing installation. (I.e., you do not need install xMatters using the original 5.0 installer and apply this patch afterwards.) 

Issues Fixed in This Patch Release

To see details about an issue, click the related link in the Details column:

xMatters ReferenceIssue Fixed
Details Link
XFO-2999 License alert generator causing stack traces and database errors Details
XFO-3000 SIP and Phone Device Engines do not allow selection of callin script Details

Installing This Patch

Apply this patch to all xMatters Application Nodes, Notification Nodes and Web Servers (and any DataSync installations, if applicable). 

Files Included With This Patch

  • xmatters-installer-5.0.3.jar 

Warning: Existing Integrations

  1. When applying an xMatters patch to an existing installation, the patch may overwrite some files that were already modified for an integration. This may cause the integration to stop working. If this occurs, using the integration documentation, re-apply the configuration changes and validate the integration. (See also href="/hc/en-us/articles/201534509">Integration stops working after applying patch) 

Warning: Database Changes

Be aware that this patch also includes database changes that may impact your replication mechanism (consult with your database administrator for further details). For a full list of the database changes, see Appendix 4: DDL Changes in This Release.

Pre-Installation Steps

Before installing this patch:

  1. Shut down or stop all node processes.
  2. Shut down or stop all web server processes.
  3. Back up the xMatters Database.
  4. If you have made changes to the Template Company scripts, back up your script packages (see note about database changes, above.)

Installation Steps

The following instructions describe how to use the installer to patch an existing xMatters 5.0 deployment. For information about installing a new xMatters deployment, see the xMatters installation and administration guide

To install this patch:

1. Back up the xMatters installation directory (referred to as <xMHOME>).

  • On Linux, the default install directory is:


  • On Windows, the default install directory is:

C:\Program Files (x86)\xMatters\

2. Save the xmatters-installer-<version>-5.1.3.jar file to <xMHOME>.

3. Open a command prompt and navigate to <xMHOME>.

4. Do one of the following:

  • To run the installer in GUI mode, run the following command (replace <version> with i586 or x64, depending on your version of the installer):

java -jar xmatters-installer-<version>-5.1.3.jar     

  • To run the installer in console mode, run the following command:

java -jar xmatters-installer-<version>-5.1.3.jar -console

5. The installer displays a welcome message; press Enter (console installation) or click Next (GUI installation) to continue.

6. Specify the location on the machine where the xMatters components are installed, and then press Enter or click Next to continue.

  • The installer will inspect the current installation and determine whether the patch needs to be applied.

7. Next, the installer offers the following options:

  • Back up the installation folder: Selecting this option will create a backup copy of the existing xMatters installation directory (by default, saved to /opt/xmatters.bak.1/)
  • Remove old application log files and temporary folder: Selecting this option will remove the temporary folders and log files from the existing installation's web server cache.

8. Select the options you want, and then press Enter or click Next to continue.

9. The installer then checks the disk to determine whether there is enough space to continue with the installation; press Enter or click Next to continue.

10. Next, the installer displays a summary of your selected options and the components included in the patch process; press Enter or click Next to continue.

  • The installer will then patch your installation. When it is complete, it displays a summary page, and gives you an option to generate an automatic installation script so you can patch other components using the same options. (For more information about the automatic installation script, see the xMatters installation and administration guide.)

Post-Installation Steps

After installing this patch:

  1. Start the Node processes.
  2. Start the web server processes.


  • Database upgrades may take place after this patch is applied (i.e., during startup of xMatters components). The first component to be started will cause the database upgrades to be applied. This means that the subsequent startup of web servers and nodes may be delayed while they wait for the database updates to be completed. To monitor the progress of the updates, see "Determining the status of database updates", below.

Determining the status of database updates

To determine the current status of database updates, open the log file(s) associated with the first xMatters component being restarted. The default locations are shown; only one log will include the MUTEX entries. Note also the log level indicated in the messages below; if your logging level is not detailed enough, you will not see the log messages.



Web Server




During component restart, you will see log entries similar to the following:

2009-01-21 22:07:02,251 [AlarmPoint Node-main] WARN - - Acquiring patch update MUTEX.
2009-01-21 22:07:21,685 [AlarmPoint Node-main] WARN - - Acquired patch update MUTEX.
2009-01-21 22:07:22,356 [AlarmPoint Node-main] WARN - - Package 1 of 8 (4.1.x/oracle/01.xml)
2009-01-21 22:07:22,356 [AlarmPoint Node-main] WARN - - Statement 1 of 2: Executing SQL Statement.
2009-01-21 22:07:22,506 [AlarmPoint Node-main] WARN - - Statement 2 of 2: Executing SQL Statement.
2009-01-21 22:07:22,516 [AlarmPoint Node-main] WARN - - Package 2 of 8 (4.1.x/oracle/02.xml)
2009-01-21 22:07:22,847 [AlarmPoint Node-main] WARN - - Package 8 of 8 (4.1.x/oracle/finalize.sql)
2009-01-21 22:07:22,936 [AlarmPoint Node-main] WARN - - The database update scripts have been successfully processed and deleted.
2009-01-21 22:07:22,936 [AlarmPoint Node-main] WARN - - Patch update MUTEX released. 

After the message "Patch update MUTEX released" appears in the log, the database update has completed. 

Note: If the log shows that the process has not proceeded from "Acquiring patch update MUTEX" to "Acquired patch update MUTEX" in a timely manner, ensure that there are no locks on the ORGS database table. 


Appendix 1: Details For Issues Fixed In This Release

License alert generator causing stack traces and database errors

An issue was introduced in the last patch that resulted in Super Administrators and Company Administrators not being able to log in to the web user interface due to an unexpected stack trace. This was caused by an error in the alert generation process for licenses that would expire within the next 60 days. Administrators were also unable to postpone the alerts; this caused the alerts to continuously pop-up on the Profile, Active Licenses, and Companies pages. This issue has been addressed.

(xMatters Reference: XFO-2999) 

SIP and Phone Device Engines do not allow selection of callin script

A change made to the way in which Template and Default Company scripts are handled resulted in no callin scripts being available in the "Default Call-in Script" drop-down list on the SIP and Phone Device Engine details page. This issue has been addressed by allowing the Template-callin script to be selected as the default.

(xMatters Reference: XFO-3000) 

Appendix 2: Notice of Name Change

AlarmPoint Systems, Inc. is now xMatters, inc. This change extends to how we name our products: the AlarmPoint Integration Agent is now the xMatters integration agent; AlarmPoint Enterprise is now xMatters enterprise; and so on. 

During the ongoing transition to the new naming conventions, legacy corporate and product names will still appear in some parts of our products, such as directory paths, logs, and messages. This document reflects the new names whenever possible, while respecting the need for clarity when referring to older products, legacy issues, existing knowledge base articles, etc. 

Appendix 3: Known Issues

On Linux, serial modem Device Engines (TAP, GSM, etc.) that have experienced a connection failure due to a modem power failure (or deliberate power down) do not recover after the modem is powered on. Instead, to resolve the problem the node must be restarted. NOTE: this issue occurs only when Flow Control is set to "hardware".

(xMatters Reference: PRE-4832) 

xMatters version 4.0 patch 10 and version 4.1 patch 2 introduced an upgrade script that added Oracle function-based indices to improve performance. However, these indices will not become effective and used by the Oracle Cost Based Optimizer (CBO) until the statistics are gathered for the related tables and the indices themselves. For more information, see Why isn't Oracle using available indices? 

(xMatters Reference: PRE-68) 

Even when the xMatters Integration Agent submits a message to a Company other than the Default Company, the Integration Agent log indicates that the message was submitted to the Default Company.

(xMatters Reference: APE-13596) 

The xMatters Installer does not remove the Windows Services (i.e., the xMatters Webserver and the xMatters Node) when uninstalling. Instructions on how to manually remove the services have been added to the xMatters installation and administration guide, or are available on the Microsoft Windows Support site.

(xMatters Reference: XFO-2013, DTN-2960)

xMatters Reference

JDN-3213 Originally created by Don Clark

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