We have sent BMC tech support all the logs including api, filter, sql, escalation, thread, plug-in, arfork, even pstack output that were taken during hanging, and so far they haven't been able to identify the cause of the problem.
-----Original Message----- From: Axton [mailto:axton.gr...@gmail.com] Sent: Monday, January 24, 2011 5:45 PM Subject: Re: Strange ARS Timeout Problem ** Try to get the api, filter, and sql logs leading up to the point where it started hanging. Those are your best indicator. Also check the arerror.log for crashes. There are things that can cause behavior like this that the logs will indicate. For example, try creating a computed group during production operations, or importing a deployable application. On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L <ezh...@entergy.com> wrote: ** Hi Listers. We are experiencing intermittent timeouts with the ARS. Without me doing anything, the AR system becomes normal again after about 5 minutes. All users are getting timeout (or hourglass) but no process is being restarted in armonitor.log. This is the message showing in arerror.log: Tue Jan 18 12:09:24 2011 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (server_name) ARERR - 93 Tue Jan 18 12:10:04 2011 Approve : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation (ARERR 94) In the API log, it shows a 5-minute gap: <API > <TID: 0000000004> <RPC ID: 0000000000> <Queue: Admin > <Client-RPC: 999999 > <USER: Remedy Application Service > /* Tue Jan 18 2011 12:06:16.2224 */-GLEWF OK <API > <TID: 0000000004> <RPC ID: 0000000000> <Queue: Admin > <Client-RPC: 999999 > <USER: Remedy Application Service > /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF ARGetListEntryWithFields -- schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address Our DBA was monitoring the database during the time and found few activities in the database. The activities shown in SQL log during the timeout were all for user AR_ESCALATOR, which means the escalation was still running during the time. This can also be verified from the escalation log. When this occurs, the CPU and RAM utilizations are dramatically dropping to the lowest levels on both the ARS server and the database server. There was no application change in the last couple of months. The problem started about two weeks ago. It could occur 3 times a day and sometimes it works fine for days without it occurring. Our configuration/environment: ARS: 7.1 patch 7 ITSM: 7.0.03 patch 9 SLM: 7.1 patch 2 SRM: 2.2 patch 4 Midtier: 7.6.03 ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) - Dedicated to ARServer, ITSM, SLM, and SRM. Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by customers to submit service request. Database: Oracle: 10gR2 (remote) The following are threads settings in ar.conf: Private-RPC-Socket: 390601 2 6 Private-RPC-Socket: 390603 2 2 Private-RPC-Socket: 390620 16 24 (FAST) Private-RPC-Socket: 390626 8 16 Private-RPC-Socket: 390627 2 12 Private-RPC-Socket: 390635 24 30 (LIST) Private-RPC-Socket: 390680 24 24 Private-RPC-Socket: 390693 2 4 Private-RPC-Socket: 390698 2 4 We have about 300 concurrent Remedy users during the peak hours. ARServer is running as non-root process. The number of open file descriptors for arserverd (~700) was well below the ulimit 3072. The FAST and LIST threads never reached the maximums. I have an open ticket with BMC Support but thought I might get a solution quicker from the Arslist here. Thanks, Eric _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
