Symantec Access Management

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  • 1.  Policy server restarting automatically

    Posted Nov 26, 2020 11:55 PM
    Hello Community,

    In our prod environment two policy servers are configured with failover mode. In that primary policy server restarting automatically within few seconds, no information in smps logs.
    This happened two times with 10days time period. We are using CA directory for user store and policy store. we have only 5k users in user store, and we haven't did any update in Siteminder.

    Please help me to understand what causes for this.

    Regards,
    Girish Chandra


  • 2.  RE: Policy server restarting automatically

    Broadcom Employee
    Posted Nov 27, 2020 02:18 AM
    Hi Girish,

    To understand what cause the Policy Server restart, you do need to
    note the PID and the time when the Policy Server crashes, by looking
    in the smexec.log if Policy Server runs on Linux, or in the event log
    if it runs on Windows.

    Once you know that, analyse the smps.log along with the
    smtracedefault.log to find the same PID and point out the Thread which
    is in middle of a transaction with the tracing stopped.

    Then, recreate the issue running Debug Diag if Policy Server runs on
    Windows, or enable core dump on Linux if the Policy Server runs on
    Linux.

    Once the crash has been recreated, if the problem is really a crash,
    then analyse the Debug Diag file or run pkgcore script against the
    coredump on Linux to understand the reason why the Policy Server
    crash.

    Which Policy Server version do you run ?

    Best Regards,
    Patrick
    Original Message


  • 3.  RE: Policy server restarting automatically

    Posted Nov 27, 2020 11:22 PM
    Hello Patrick,

    Thanks for your advice. Policy server running on windows in my environment, and we have only smps logs from policy server side.
    I am not sure about event logs, please help me with path in windows and file name.
    I never run debug diag, does it comes with policy server installation or additional plug in..?

    My policy server version is 12.50.

    Regards,
    Girish Chandra

    Original Message


  • 4.  RE: Policy server restarting automatically

    Posted Nov 28, 2020 12:25 AM
    Hi Patrick,

    in windows even viewer application logs getting error like this

    Faulting application name: smpolicysrv.exe, version: 12.5.0.732, time stamp: 0x4f51a980
    Faulting module name: MFC80.DLL, version: 8.0.50727.6195, time stamp: 0x4dcdeca2
    Exception code: 0xc0000005
    Fault offset: 0x00023cfb
    Faulting process id: 0xa2c8
    Faulting application start time: 0x01d6bbda996121ae
    Faulting application path: C:\PROGRA~2\CA\SITEMI~1\bin\smpolicysrv.exe
    Faulting module path: C:\Windows\WinSxS\x86_microsoft.vc80.mfc_1fc8b3b9a1e18e3b_8.0.50727.6195_none_cbf5e994470a1a8f\MFC80.DLL
    Report Id: be69dae7-2fa9-11eb-8a08-d89d6722a9fd

    Application started within few seconds after this error. Does it impact in future.?
    Please look into this and help me to understand.

    Regards,
    Girish Chandra
    Original Message


  • 5.  RE: Policy server restarting automatically

    Broadcom Employee
    Posted Nov 30, 2020 02:44 AM
    Hi,

    Policy Server 12.5CR00 is EOS since March 31st, 2017 :

    Symantec SiteMinder Release and Support Lifecycle Dates
    https://support.broadcom.com/external/content/release-announcements/CA-Single-Sign-On-Release-and-Support-Lifecycle-Dates/6562

    We strongly advise you to upgrade to the latest version 12.8SP4. Along
    the various update between 12.5 and 12.8. numerous crash conditions
    have been fixed and the one you experience probably falls into one of
    them.

    Finally, you'll find Debug Diag as a Windows tool :

    https://www.microsoft.com/en-us/download/details.aspx?id=49924

    I hope this helps,

    Best Regards,
    Patrick
    Original Message