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HP SM 9.30 SOAP error

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kamilash
Contributor.

HP SM 9.30 SOAP error

Hello, dear HP support group

 

We had the same problems before and you, guys, helped to handle it, our helpdesk operators can't register interactions between around 7 p.m. -9 a.m. In this time period when they try to escalate interaction to incident server connection gets down and SOAP error messages appears. The error as following:

 

"Server Not Available

The HP Service Manager Server could not be accessed. The network connection may be down,or your session may have timed out. Would you like to retry accessing the server ?
Press Yes to retry or No to disconnect.

 

Either i am clicking on Yes or No getting another error:

 

" SOAP: A signal 11 was raised in native code. Client terminated. Error: Win32 Exception:0xC0000005 (instruction 0x01000101 while executing address 0x01000101)"

 

 

what can be the cause of this problem? why after 6 p.m. and before 9 a.m. impossible to register interactions?

 

please help me.

 

Hardware and software requirements Windows Server 2008 R2 standard SP1, HP SM Client 9.30 version, patch3

 

Please help, will wait for you answers, my e-mail: k.kaipnazarova@gmail.com 

 

looking forward to hearing from you  ASAP

 

best regards,

Kamila Kaipnazarova

5 REPLIES
Vikky
Honored Contributor.

Re: HP SM 9.30 SOAP error

Hi,

 

Please provide sm logs during this period. this is happens only with specific roles "servicedesk" or all roles.

 

Thanks

kamilash
Contributor.

Re: HP SM 9.30 SOAP error

Hello,

 

With role - helpdesk operator. I couldn't get log file, since it saves data only for several hours, in order to do not overload it.

Soumajit Das
Regular Contributor.

Re: HP SM 9.30 SOAP error

A possible reason could be that some kind of db back up is running during this time frame or any reporting db synch up happening at this time which is slowing down DB performance

 

thanks 

Soumajit

Vikky
Honored Contributor.

Re: HP SM 9.30 SOAP error

Asking for the only sm log file during that time frame.

 

Regards

kamilash
Contributor.

Re: HP SM 9.30 SOAP error

Hi, today the problem repeated at 8.45 a.m. Here is the log file.