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Access Error on Service Desk Manager.

  • 1.  Access Error on Service Desk Manager.

    Posted Aug 17, 2015 11:40 AM

    Hi everybody.

     

    I have a situation with Service Desk access. Around 14:50 hrs from yesterday it couldn't access to SDM, both internal IP as IP published, and on web page next error appeared:

     

    AHD04409:pdmweb is unable to connect with webengine


    access_error_SDM.png


    Reviewing log activity I could see error arises from a process with a QueryInfo Service Desk can not find to continue authentication process. Leave the following log lines.

     

    08/16 14:50:26.01 MX-WIN-PRD-APP domsrvr              2064 ERROR        sqlquery.c            4795 Can't find QueryInfo for subquery 1.1 - max subquery available is 0

    08/16 14:50:26.40 MX-WIN-PRD-APP web:local            6608 SIGNIFICANT  odbc_backend.c         476 ODBC session ServiceDesk-292235731 for user ServiceDesk ended normally; ODBC session count 0

    08/16 14:50:26.45 MX-WIN-PRD-APP web:local            6608 SIGNIFICANT  odbc_backend.c         565 ODBC session 1680876744 (0x04C97E78) login by ServiceDesk (cnt:69AC752128FF9D43A9257FAB8CF1C40B); ODBC session count 1

     

    Could you tell me how can I correct this error for disappearing problem with autentication at Service Desk?? Thanks in advance for your help. Best Regards Daniel =)



  • 2.  Re: Access Error on Service Desk Manager.

    Posted Aug 17, 2015 11:59 AM

    Hi Danyel,

     

    Could you please share more details about It with us?

     

    Please check if all the proccess are running and if the database server is running as well.

     

    Best Regards



  • 3.  Re: Access Error on Service Desk Manager.

    Posted Aug 17, 2015 12:51 PM

    Hi Ronaldo, thanks a lot for responding.

     

    Look, next screen I show that I have access to the database and perform a query to a tabledatabase_access.png

     

    Query:

    mdb_query.png

     

    Finally, I show the screen where service desk services are running right now.

    services_SD_running.png

    If you need more information about Service Desk environment or similar things, please, let me know.

     

    Thanks in advance for your help. Regards!!!



  • 4.  Re: Access Error on Service Desk Manager.

    Posted Aug 17, 2015 01:37 PM

    Danyel,

     

    Do you know if is this a new environment or implementation?

     

    There are many reason that could impact webengine and domsrvr process. I am not sure if this issue is related database yet.

     

    Could you please type the commands below in Windows Prompt Command and share the results?

     

    > pdm_status

    > pdm_d_refresh

    > pdm_status

     

    In addition, send the actual std log file if you can.

     

    Regards



  • 5.  Re: Access Error on Service Desk Manager.

    Posted Aug 17, 2015 03:14 PM
      |   view attached

    Hi Ronaldo.

     

    Well, I show results of execution of the suggested commands, starting with pdm_status, I dividided in 2 screens for covering entire outcome that showed.

     

    pdm_status_1.png

    pdm_status_2.png

    I also present result of pdm_d_refresh command

     

    pdm_d_refresh.png

     

    Finally I attach log of Service Desk activity.

     

    If you need more information, let me know.

     

    Thank you so much.

     

    Regards!!!

    Attachment(s)

    zip
    stdlog.8.zip   234 KB 1 version


  • 6.  Re: Access Error on Service Desk Manager.

    Broadcom Employee
    Posted Aug 17, 2015 03:08 PM

    Danyel,

     

    I do think some more information will be needed to determine what is happening. There will need to be some review of the stdlog from the timeframe of the problem, it would be difficult to venture a guess at this point.

    Maybe there's a problem with a the process used to connect to the database, but I don't think the messages provided are enough to clearly point to that.

    I wonder if Tomcat got hung, or if something in the webengine got hung. Restart of Tomcat, or perhaps killing webengine might be enough to get it working again if the problem happens again.



  • 7.  Re: Access Error on Service Desk Manager.

    Posted Aug 17, 2015 03:29 PM

    Hi Alexander, greetings to you.

     

    Well, I just attach the log from yesterday. Around 14:50 pm it is when the problem arose; what I want to know is what are the causes affecting the service and that threw the error message on the website of Service Desk, because it is very unusual that happened this situation. Inclusive is first time that happens to us this problem and we are looking for a conclusion of why error was manifested.

     

    Thanks a lot for your help at responding this case =).



  • 8.  Re: Access Error on Service Desk Manager.

    Broadcom Employee
    Posted Aug 18, 2015 03:30 PM

    Danyel,

     

    Around 14:45 your webengine died

     

    08/16 14:45:23.80 MX-WIN-PRD-APP domsrvr              4480 SIGNIFICANT  connmgr.c             2394 Disconnecting client web:local

    08/16 14:45:23.84 MX-WIN-PRD-APP proctor_MX-WIN-PR     944 SIGNIFICANT  pdm_process.c          887 Process stopped (C:/PROGRA~2/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c C:/PROGRA~2/CA/SERVIC~1/bopcfg/www/web.cfg -r rpc_srvr:MX-WIN-PRD-APP-CA return: 255

    08/16 14:45:23.84 MX-WIN-PRD-APP proctor_MX-WIN-PR     944 SIGNIFICANT  pdm_process.c          896 Stopped: C:/PROGRA~2/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c C:/PROGRA~2/CA/SERVIC~1/bopcfg/www/web.cfg -r rpc_srvr:MX-WIN-PRD-APP-CA

    08/16 14:45:24.34 MX-WIN-PRD-APP pdm_d_mgr            3240 ERROR        daemon_obj.c          1849 Daemon webengine died: restarting

    08/16 14:45:24.34 MX-WIN-PRD-APP pdm_d_mgr            3240 SIGNIFICANT  mgr_slump_if.c        1127 Starting: $NX_ROOT/bin/webengine -q -d domsrvr -S web:local -c $NX_ROOT/bopcfg/www/web.cfg -r rpc_srvr:MX-WIN-PRD-APP-CA

    08/16 14:45:24.35 MX-WIN-PRD-APP proctor_MX-WIN-PR     944 SIGNIFICANT  pdm_process.c          545 Process Started (6608):C:/PROGRA~2/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c C:/PROGRA~2/CA/SERVIC~1/bopcfg/www/web.cfg -r rpc_srvr:MX-WIN-PRD-APP-CA

    08/16 14:45:24.51 MX-WIN-PRD-APP web-engine           6608 SIGNIFICANT  webengine.c           2170 Enabling Low Fragmentation Heap succeeded.

     

     

    And then domsrvr too..

    08/16 14:45:24.61 MX-WIN-PRD-APP web:local            6608 SIGNIFICANT  odbc_backend.c         236 ODBC sessions will time out after 15 minutes of inactivity

    08/16 14:45:25.05 MX-WIN-PRD-APP domsrvr              4480 FATAL        init.c                 363 Operator ::new cannot allocate 2650203 bytes

    08/16 14:45:25.05 MX-WIN-PRD-APP pdm_maileater_nxd    4372 ERROR        pdm_maileater_nxd.c    394 Domsrvr domsrvr has died! Reconnect will be attempted in 10 seconds

    08/16 14:45:25.05 MX-WIN-PRD-APP krc_daemon           4588 ERROR        main.c                 177 Domsrvr connection lost

     

     

    It appeared to me that SDM should have been functional around 14:47,  but when I think someone issued a restart of SDM around 15:05

     

    Catching a crash dump file might help find out the root cause, incase something like that happens in future - http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec595780.aspx 

     

    _R



  • 9.  Re: Access Error on Service Desk Manager.

    Posted Aug 19, 2015 12:07 PM

    Hi Raghu, good morning.

     

     

     

    Actually, it made a services restart as first workaround for solving this error, is because of around 15:05 there was a restart of. Although we don’t know what’s cause originated this problem yet. Do you have any idea of factor or factors could have caused this problem??

     

     

     

    Thanks in advance for your valious help.

     

     

     

    Best Regards, Daniel.

     

     

     

     

     

    De: Raghu.Rudraraju 

    Enviado el: martes, 18 de agosto de 2015 02:30 p.m.

    Para: Daniel Codallos

    Asunto: Re:  - Access Error on Service Desk Manager.

     

     

     

     

     

     

    <https://communities.ca.com/?et=watches.email.thread> CA Communities

     

     

     

     

     

     

    Access Error on Service Desk Manager.

     

     

    reply from Raghu Rudraraju <https://communities.ca.com/people/Raghu.Rudraraju?et=watches.email.thread>  in CA Service Management - View the full discussion <https://communities.ca.com/message/241817614?et=watches.email.thread#241817614>



  • 10.  Re: Access Error on Service Desk Manager.

    Broadcom Employee
    Posted Aug 19, 2015 01:45 PM

    Danyel,


    Unfortunately, it appears to be a Process Crash, that lead to further instability, which further needed a restart of SDM  for it to function properly.

     

    I would suggest opening a CA Support Case on this matter to have Support look into this further.  We still may not be able to gather key information just from the logs, regarding the root cause of the crash.

    Catching a crash dump file might help find out the root cause, incase something like that happens in future - http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec595780.aspx 

     

     

    _R



  • 11.  Re: Access Error on Service Desk Manager.

    Posted Aug 19, 2015 02:15 PM

    Hi Raghu.

     

     

     

    Thanks in advance for your valuable help to this case. Actually I opened a case with CA Support for having more perspective respect this problem we have with Service Desk. Support Engineer do mention about possible factors originated this problem a quick network desconnection (maybe miliseconds) and it caused services had an interrumption to connect with Service Desk. Another factor could be a mismatch between Tomcat and Service Desk, and It provoked a domino effect disabling services and thus ceased to function Service Desk. At least that's what Support Engineer deduced through activity log.

     

     

     

    Regards!!!

     

     

     

     

     

     

     

    De: Raghu.Rudraraju 

    Enviado el: miércoles, 19 de agosto de 2015 12:46 p.m.

    Para: Daniel Codallos

    Asunto: Re:  - Access Error on Service Desk Manager.

     

     

     

     

     

     

    <https://communities.ca.com/?et=watches.email.thread> CA Communities

     

     

     

     

     

     

    Access Error on Service Desk Manager.

     

     

    reply from Raghu Rudraraju <https://communities.ca.com/people/Raghu.Rudraraju?et=watches.email.thread>  in CA Service Management - View the full discussion <https://communities.ca.com/message/241817992?et=watches.email.thread#241817992>



  • 12.  Re: Access Error on Service Desk Manager.

    Broadcom Employee
    Posted Aug 21, 2015 04:48 PM

    Hi Danyel,

     

    If you think you have enough information on this matter, would you be able to mark this discussion as closed?

     

    Thank you

    _R