webengine died and restartet

[boho]

Hi team,
sometimes the ServiceDesk server died and restarted and we don't know why. Now we have always found these messages in the log file before shutdown:
01/13 08:56:08.24 tngahd9 web:local 1644 ERROR encrypt.cpp 520 etpki_lib_init return -1
01/13 08:56:08.24 tngahd9 web:local 1644 ERROR encrypt.cpp 139 unable to initialise encryption operation
01/13 08:56:08.24 tngahd9 web:local 1644 ERROR encrypt.cpp 260 unable to initialise encryption operation
01/13 08:56:08.24 tngahd9 web:local 1644 ERROR encrypt.cpp 139 unable to initialise encryption operation
01/13 08:56:08.24 tngahd9 web:local 1644 ERROR encrypt.cpp 260 unable to initialise encryption operation
01/13 08:56:08.71 tngahd9 domsrvr 6792 SIGNIFICANT connmgr.c 2410 Disconnecting client web:local
01/13 08:56:08.78 tngahd9 proctor_tngahd9 4832 SIGNIFICANT pdm_process.c 927 Process stopped (D:/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c D:/CA/SERVIC~1/bopcfg/www/web.cfg -r rpc_srvr:tngahd9 return: 255
01/13 08:56:08.78 tngahd9 proctor_tngahd9 4832 SIGNIFICANT pdm_process.c 936 Stopped: D:/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c D:/CA/SERVIC~1/bopcfg/www/web.cfg -r rpc_srvr:tngahd9
01/13 08:56:09.29 tngahd9 pdm_d_mgr 2396 ERROR daemon_obj.c 1990 Daemon webengine died: restarting
I can't find the messages in the manuals and not in the forum. Wich processes write the log entries and why?
In this moment all users lost your inpiut data.
We use SQL 2016
 MDB 17.1
 SD 17.1
 Service Catalog 17.1
 EEM 12.6
 PAM 4.3
Has anybody an idea?
Regards Boho
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[Karen Matoke]

Hi Boho,

It seems you may have hit defect DE44381/DE49723, which is fixed in 17.1.0.4.  So, the resolution would be to apply the rollup patches, at least up to RU4.

References:

1. https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=125279
2. https://techdocs.broadcom.com/content/dam/broadcom/techdocs/us/en/assets/docops/casm171/Steps_to_Reproduce_CASM_-_17.1.0.4.pdf  (search for DE49473)

Regards,

Karen

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Broadcom
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[boho]

Hi Karen,
thank you for answer. We will test it in the next time.
It is a productive server and we need some time for it.
Best regards
boho

[Karen Matoke]

Your welcome boho.

Regards,

Karen

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Broadcom
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