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server not responding (ITSD 4.5.12)

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Bert de Graaf_1
New Member.

server not responding (ITSD 4.5.12)

Hello,

We're having a problem after upgrading ITSD 4.5 from SP9 to SP12
Frequently (sometimes twice a week) the application server 'hangs'. Logged on users cannot work anymore en new users cannot log on.
For these new users a login screen is shown, displaying a little progress. But that's all. No error messages. Just no response.
The database is still available.
Alltough - having the 'hanging' problem - a new user cannot log on, a record for that user is inserted in the rep_sessions table. It seems the communication between the application- and database server fails at a certain point.

After stopping en starting the service, the problem is solved.

Any suggestions how to resolve this problem?

Thanks in advance.

Bert
4 REPLIES
Ramaprasad N
Outstanding Contributor.

Re: server not responding (ITSD 4.5.12)

Please check your memory settings. The JVM memory for the OVSD application server service may not be sufficient. You may have to increase it, if it hasn;t been done already.

-Ram
Gyula Matics_1
Acclaimed Contributor.

Re: server not responding (ITSD 4.5.12)

- Make sure you are running on a supported jre. (1.3.x)
- check logserver.txt if there is anyting suspicious in there.
- clear the server cache and restart the server
- there is a tool included in SP12 that can check if DB and UI rules are corrupted. Run that, and delete the corrupt rules.
- did you modify anything in the database? adding triggers or custom table?
Saurabh Dubey
Acclaimed Contributor.

Re: server not responding (ITSD 4.5.12)

Hi Bert,

This seems to be a memory issue. I suggest you check the service that starts the Server and increase the memry size there.

Use this line of code :

rem use this options when you have memory problems
rem sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -XX:MaxNewSize=64M -XX:NewSize=64M -Xms200M -Xmx1000M -Djava.class.path="%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "%SD_SERVERHOME%\"

Instead of the following line.

sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -Djava.class.path="%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "%SD_SERVERHOME%\"


Hope this helps...

Regards,

Saurabh
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Bert de Graaf_1
New Member.

Re: server not responding (ITSD 4.5.12)

Thanks for your suggestions.
I doubt the memory settings are the problem.
They are as followed:

sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -XX:MaxNewSize=128M -XX:NewSize=128M -Xms256M -Xmx1000M -Djava.class.path="%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "%SD_SERVERHOME%\"

As Gyula suggested: We used the tool that checks the DB and UI rules. Some of the DB rules could not be deserialized and. The tool advises to delete this rules.
Maybe this caused the problem. We will try.

Thanks,
Bert