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Knowledge Document: How to troubleshoot issues when SOAP threads max out on the POA

COEST

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2 months ago

Environment

GroupWise 18

Situation

Currently facing problems where the SOAP protocol maxes out. The main POA process does not crash. The startup switch "spawnsoap" has been added, but since the SOAP does not crash, this switch would not help to recover from a "hang" state when WebAccess users or the GMS server cannot make any new connections to handle requests.

Resolution

Beginning in the 18.3 build 137463 code, two new startup switches introduced. These will need to be added manually into the startup configuration file for the POA.

Each time the POA startup file is modified, the POA will need to be restarted in order for the changes to take effect.

The first switch to include is:

--forceSoapRestartAndCore

This switch will force creating a core file of a hung POA and restart then SOAP process. Leave this switch in place until one or two cores have been generated. Then open a new support case to have the core files analyzed. In the details of the case, include the version and build number of GroupWise where the core file was created.

After the core files have been generated and submitted to support to be analyzed, disable the --forceSoapRestartAndCore by inserting a semi-colon at the beginning of the line.

Then insert this switch:

--forceSoapRestart

After the SOAP thread issues have been resolved, disable the --forceSoapRestart switch by inserting a semi-colon at the beginning of the line.

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