Hello Experts, We are on ARS and ITSM 7.6.04 and are facing an issue where we are finding the below content in the error log after which application goes into a timeout and users are unable to access Remedy, only solution is to restart the application. This is not happening at any defined time intervals, occurs sometimes when we have most of the users logged in and sometimes when only 1 or 2 of them are logged in. Only similarity we could find for all of these messages is that the user name appearing is not existing in Remedy but existing in AD (we have the LDAP integration done). However, there was were instances when the timeout occurred and the user name which appeared in the log was an active user in Remedy and at one instance, it also showed the user name as Demo. We have raised a ticket with support and looking from the LDAP/Authentication side of it, they are mentioning that this is a defect which has been fixed in ARS 7.6.04 SP2. But we are not very sure if this content in error log is occurring only because of authentication related issue as mentioned by support or could there be any other reason.
Though we have raised a case with support, i wanted to know if anyone else has faced a similar issue and is upgrading to SP2 the solution for this and moreover, is this issue related to authentication itself. Would be great if anyone can help on this. Below content in error log is for a user who does not exist in Remedy and is existing in AD. This did not lead to a timeout, but there was slowness (almost inaccessible) in accessing the application for around 30 mins. Thu Mar 01 18:31:47 2012: AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thread Id: 5728 Version: 7.6.04 Build 002 201101141059 Jan 14 2011 11:55:43 ServerName: RMDAPD01 Database: SQL -- SQL Server Hardware: x86_64 OS: Windows 6.1 RPC Id: 18539 RPC Call: 33 (GLG) RPC Queue: 390620 Client: User z28801 from Mid-tier (protocol 18) at IP address 10.226.138.68 Logging On: Code: c0000005 Operation: read Access Addr: 0000000000000000 Stack Begin: Stack End Thu Mar 01 18:31:47 2012 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu Mar 01 18:31:47 2012 0xc0000005 Thu Mar 01 18:31:47 2012 390620 : AR System server terminated — fatal error occurred in ARSERVER (ARNOTE 21) Below content in error log is for a user existing in Remedy and when it led to a timeout and subsequent restart of application. Fri Mar 02 09:38:59 2012: AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thread Id: 3576 Version: 7.6.04 Build 002 201101141059 Jan 14 2011 11:55:43 ServerName: RMDAPD01 Database: SQL -- SQL Server Hardware: x86_64 OS: Windows 6.1 RPC Id: 49046 RPC Call: 36 (GSI) RPC Queue: 390620 Client: User Demo from SIM Publishing Server (protocol 12) at IP address 10.226.138.72 Logging On: Code: c0000005 Operation: read Access Addr: 000000000000000C Stack Begin: Stack End Fri Mar 02 09:38:59 2012 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Fri Mar 02 09:38:59 2012 0xc0000005 Fri Mar 02 09:38:59 2012 390620 : AR System server terminated — fatal error occurred in ARSERVER (ARNOTE 21) Fri Mar 02 09:42:04 2012 AssignEng : Timeout during database update -- the operation has been accepted by the server and will usually complete successfully (RMDAPD01) ARERR - 92 Fri Mar 02 09:42:05 2012 AssignEng : AR System Application server terminated -- fatal error encountered (ARAPPNOTE 4501) Fri Mar 02 09:43:37 2012 : Action Request System(R) Server x64 Version 7.6.04 Build 002 201101141059 (c) Copyright 1991-2010 BMC Software, Inc. Fri Mar 02 09:51:26 2012 AssignEng : Timeout during database update -- the operation has been accepted by the server and will usually complete successfully (RMDAPD01) ARERR - 92 Fri Mar 02 09:51:26 2012 AssignEng : AR System Application server terminated -- fatal error encountered (ARAPPNOTE 4501) Fri Mar 02 09:53:26 2012 AssignEng : Timeout during database update -- the operation has been accepted by the server and will usually complete successfully (RMDAPD01) ARERR - 92 Fri Mar 02 09:53:26 2012 AssignEng : AR System Application server terminated -- fatal error encountered (ARAPPNOTE 4501) Fri Mar 02 09:54:26 2012 : Action Request System(R) Server x64 Version 7.6.04 Build 002 201101141059 (c) Copyright 1991-2010 BMC Software, Inc. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
