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Attachments freeze SD 4.5 SP21 - but not for all users???

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BKL089
Regular Contributor.

Attachments freeze SD 4.5 SP21 - but not for all users???

Hello all,

We are currently experiencing a problem where the SD 4.5 application freezes when people open or create attachments in SD4.5. However, this isn't affecting everyone, staff in our Woden and Symonston sites can open files with no problems while everyone else seems to be experiencing the problem. Those that can use attachments and those that can't use the same application servers, database, database server, ftp server, ftp settings, desktop OS, and version of SD.

While the application is frozen you can go to the temp directory and the file exists there and can be opened. It appears that SD can talk to the FTP server and get the file but gets hung up waiting for a response to open the file or say it's there.

I am in one of the sites experiencing the problem and I can FTP to the server using and FTP program and DOS. I can also ping the server.

The application servers have had their cache cleared. The database servers and FTP server have been rebooted.

Our comms people have checked and cleared the IP routes and we are not blocking specific ports.

When testing the connection through the system panel the application freezes as well. If you change one of the criteria user\pass\target folder you get the appropriate error.

We have had this problem before http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=1204549 and the problem magically fixed itself in a weeks time with nothing appearing to have changed.

We are at a loss as to what is causing this but is causing a large amount of stress so needs to be resolved as quick as possible. Has anyone got any suggestions?
3 REPLIES
Ondra Ernyei
Honored Contributor.

Re: Attachments freeze SD 4.5 SP21 - but not for all users???

Hi,

did you try passive ftp mode ? There could be a timeout error when passing through any firewalls.
Also, try to put an IP address instead of the ftp server name, for the case your name services are performing poorly.
If there is an option to save attachements in a background, try to switch that off.

Regards,

Ondra
Radovan Skolnik
Acclaimed Contributor.

Re: Attachments freeze SD 4.5 SP21 - but not for all users???

Maybe you would be interested in switching to SSH server instead of FTP one - it's more secure, less network issues, firewalls let the traffic through, etc. See the info here: http://www.skolnik.info/sdutils/sftp/readme.html
BKL089
Regular Contributor.

Re: Attachments freeze SD 4.5 SP21 - but not for all users???

Thankyou all for your responses, we have found the cause of the problem.

An upgrade to our Cisco Core Firewalls from version 3.1(3) to 3.1(12) was required. This removed a known bug where the FTP client/server would not close a connection in some cases when the server uses a multiline 221 closure sequence with version 3.1(3).

This issue can occur when firewall devices failover to each other and this explains how it started and then went away.