Tauf, I had a similarissue, about exact actually, last week. It ended up being
1 User Tool Client that was crashing when any workflow kicked off and, somehow,
it was crashing the ARS server as well. Once the single User Tool instance was
identified and the User closed and restarted the UT everything went back to
normal.
Might not be the exact same thing for you of course but just to let you know
things like this can happen.
Ron
Date: Wed, 24 Dec 2008 10:22:20 -0500From: tauf.chowdh...@frx.comsubject: Re:
AR Server Crash - Not sure why... - ARS 7.1 patch 2To: arsl...@arslist.org**
Joe,
Thanks for the quick response. I think RPC is the clue. The reason I think that
is because after this happened, when I tried using RDP to remote into the
‘secondary’ AR server, I got an RPC error. RPC Unavailable.
So what that leads me to believe is that because the 1 server could not execute
RPC calls, it locked up and crashed… which in turn took down the other AR
server as well.
Does that sound logical? I will investigate with our windows admins.
Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'SouzaSent: Wednesday, December
24, 2008 10:18 AMTo: arsl...@arslist.orgsubject: Re: AR Server Crash - Not sure
why... - ARS 7.1 patch 2
**
Tauf,
The RPC call GLEWF is a Get List Entry With Fields, a call that seems to be
failing while trying to populate the form after a search with fields in the
current entry as well as populate the Results List..
I would begin with asking djones what he or she did at the time when the error
happened and then investigate why that search was failing..
Cheers
Joe
-Original Message-From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Chowdhury, TaufSent: Wednesday,
December 24, 2008 10:11 AMTo: arsl...@arslist.orgsubject: AR Server Crash - Not
sure why... - ARS 7.1 patch 2
**
All,
OK, this is a new issue that started this week.
Environment:
AR: Server group, win2k3, 2 AR servers. 2 Mid tier servers running exclusively
on tomcat. Remote Oracle 10g DB on Unix cluster. ITSM 7.0.3 p7
ARS 7.1 patch 2, mid tier on tomcat 5.5.20.
Symptoms:
1. Users cannot log in.
2. I verify. Cannot log in with user tool on either AR server.
3. AR System Service on both windows boxes are in Started state.
4. Ar error log shows:
Tue Dec 23 15:55:03 2008 390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Dec 23 15:55:03 2008
Timestamp: Tue Dec 23 2008 15:55:04.5320
Thread Id: 2420
Version: 7.1.00 Patch 002 200802011900 Feb 1 2008 20:12:40
ServerName: remedy-app
Database: SQL -- Oracle
Hardware: Intel Pentium
OS: Windows NT 5.2
RPC Id: 365007
RPC Call: 73 (GLEWF)
RPC Queue: 390635
Client: User djones from Mid-tier (protocol 13) at IP address 172.24.19.113
Logging On:
Code: c005
Operation: read
Access Addr: 0x2
Stack Begin:
Stack End
Tue Dec 23 15:55:04 2008 390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Dec 23 15:55:04 2008 0xc005
Tue Dec 23 15:55:04 2008 390635 : AR System server terminated -- fatal error
encountered (ARNOTE 21)
5. Had to restart services to regain connectivity.
6. A few hours went by and I pretty much had a repeat of Steps 1-5. Yes…
step 4, the logs look exactly the same. Same user.
7. The next day, Steps 1-5 again, different time, same error but
different user. Then again, this new user later in the afternoon.
8. I asked the users if they had been using the system all day. Answer
was yes. I asked what they might have been doing at the time, and they stated
just updating an incident.
9. SO I contacted BMC and I am basically running every log under the sun
for them until this error happens again. BMC stated I should upgrade to Patch 5
on ARS.
10. Has anyone experienced this and if so, what should I look at???
Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Informatics
Office: 631.858.7765
Mobile:646.483.2779
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