Troubleshooting › Application Server Problems › Useful Terms

Useful Terms

Service Hangs

Problem:

A service is hanging. The expected execution time of the service has been exceeded.

Solution:

The following are typical reasons a job hangs:

• An agent or process is waiting for an input.
• An agent or process is waiting for a launcher.

Hanging is always due to an unavailable launcher. For example, if Process A is waiting for input from Process B, then Process B is not sending the input because it is waiting for a launcher with the necessary resources.

To solve this problem, follow these steps:

1. Activate the CA SRM Monitor.
2. Locate the service that you want to monitor. It can reside in one of the following folders:
   • Active Services—Locate the agent that is currently running and track its progress. If you cannot find an active agent, locate the inactive agent waiting for a launcher and try to determine the type of launcher for which the system is waiting (for example, NDS support).
   • Services on Hold—The job is waiting to be activated by an external event (for example, another service).
   • Completed Services—Check the completed job summary to verify that it executed successfully.

Service Fails

Problem:

A service failed. Failure symptoms usually appear in several locations. For example, “Failure in file searcher agent” appears in all of the following locations:

• Operator Attention
• CA SRM Monitor Attentions Messages dialog
• Global Log file (Use the Open Systems/Status/Global Log command from the CA SRM Windows Client menu to check this)
• Error Log file (Use the Open Systems/Status/Error Log command from the CA SRM Windows Client menu to check this)
• Windows Event Log (Check this only if you specified that you want messages sent to the Windows Event Log)

Solution:

To solve this problem, follow these steps:

1. Activate the CA SRM Monitor.
2. Open the Services on Hold folder. Check the completed job summary to determine what the problem was.
3. If the description in the error message is not self-explanatory, contact CA Technical Support.

Problem:

When running Microsoft Windows Server 2003, the Application Server does not start and you receive a "Smalltalk error" message.

Solution:

Microsoft Windows Server 2003 has a data execution prevention feature. You need to permit NSMS.exe to run, or it will fail. To solve this problem, follow these steps:

1. Go to My Computer/Properties/Advanced/Settings(Performance)/Data Execution Prevention.
2. Make sure prevention is OFF for NSMS.exe.

Empty or Incomplete Report or Query

Problem:

There is an empty or incomplete report or query. A service completes normally and appears in the list of Completed Services on the monitor, but the resulting report or query returned an incomplete or empty result.

Solution:

To solve this problem, follow these steps:

1. Activate the CA SRM Monitor.
2. Locate the service in the Completed Services folder.
3. Inspect the scanning statistics (totals) on the job summary of the service.

   If the values are zero, go to Step 4.

4. (Optional) Locate the agent summary of the service and inspect the execution results of individual agents.

Data Collections Fail Due to SQL Connection Error

Problem:

If any data collections fail in SRM due to the SQL server problem, the system throws the following message, "E113: SQL Error while connecting to SRM database - [Microsoft][SQL Native Client] Unable to complete login process due to delay in opening server connection".

Solution:

To resolve this error, change the configurable parameter 'SQLTimeout' under section [DBA] available in BOS.ini and increase the SQL Timeout value.