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<QC/ALM Support Tip> Troubleshooting Server has entered an unstable State

Troubleshooting Server has entered an unstable State

Please check the entire error message in Internet Explorer, depending of the ALM version you may have a description of the problem there.

1-In order to identify the possible cause of the issue please search for the log files in debug:

a. Access the affected server and navigate to this folder: C:\ProgramData\HP\ALM\wrapper\
b. Save a copy outside ALM folder and edit this file: wrapper.conf
c. Look for and change the level to “DEBUG” (without quotes)


d. Restart the service and collect new wrapper log from this path: C:\ProgramData\HP\ALM\log
e. File name: wrapper.log



2-Depending on the error capture in the log files there many reason of the failure, these are some common causes of a server down:


• Minimum RAM memory:


**Minimum amount of RAM on ALM 11.52 is 8 GB.
**Minimum amount of RAM on ALM 12 is 8 GB.


You can set heap memory size to half of the server’s RAM.


• Disk space capacity


This depends of you and how you use ALM, we have seen projects from 2 MB to 1 TB; for example you may have one big project or several small projects (recommended), or based on your work load you could have several big projects or several small projects.

If you are implementing ALM, we can suggest 200 GB (50gb for database and 150 for file system); please consider that based on your growing that could be short later or would be enough for long time.



• ALM server is unable to connect to the database


Usually this is the error:


status=MUTED, label=QC server is muted due to unrecoverable error,
java.sql.SQLNonTransientConnectionException: [Mercury][SQLServer JDBC Driver]Error establishing socket to host and port: bcrsapv2:1433. Reason: Connection refused: connect


Please share this message with your DBA, check if your database server is up and running.


• Wrong repository path


The path of the repository is in “PARAMS” table site admin schema, the register says “BASE_REPOSITORY_PATH”; if that does not match with the repository in the file system the service will not start


Error in wrapper log (ALM 12):


Error message : Product definition mode or file is not valid
INFO | jvm 1 | 2015/06/10 11:26:25.310 | Custom message : Product Definition reader failed : 'java.io.FileNotFoundException: C:\ProgramData\HP\ALM\repository\sa\DomsInfo\MaintenanceData\conf\autopass\10002_1.0_ALM_11.50.pd (The system cannot find the path specified)'.



Please see the options:

Update “BASE_REPOSITORY_PATH” value (“PARAM_VALUE” column) with real path of repository and restart the service

Copy the repository folder to the same that that “BASE_REPOSITORY_PATH” says and restart the service

Please backup before any change






• Database password expired


Generally if the password has expired, we always recommend that our customers should change it to any other and then set it back to its original.
The default password is “tdtdtd”, however if you are using any other, you should set it.



**Make sure that the user in Oracle is not locked.

**Change the password to any other password (so the expiration error will be gone).

**Set the password back to it is original state. (The one that all other users have, that are created from the QC DB schemas)
**Try to reproduce the problem.



• Different application on the same ALM server:

If you have two different applications on the same server you will have a high probability to have ALM down, we have seen in the past that this has been ignored and for that reason ALM went down. The best practice is to install them on separated and dedicated servers; this will avoid further complication of using the services of the products and also enjoying better performance. (ALM) server must be installed on a dedicated server machine.


Please check the following km:





3- Please check the link below about best practices in ALM server management for ALM 11.52 and ALM 12:







In addition please take in mind to have the latest patch installed in order to have stability in the server and avoid reported issues that are already fix in the patches.




Note: ALM is JAVA based software, installing programs that use JAVA on the ALM server may provoke problems, for example if you install QTP/UFT



I hope the information the avobe information helps you.




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