Absent Member.. Robert_BP Absent Member..
Absent Member..
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HP Service Manager disconnect the users logg in the application

Hi Experts,

I have a extrange problem with HP Service Manager client versión 7.11.

The problem is that the HP Service Manager disconnects at the users connected, only disconnect one or two users at the same time. When this users are disconnect, no disconect more users until spent a period of time.

The users conected at the same time in the HP Service Manager are 120 aprox. All the users are in different buildings and WLans, so it is difficult a communications error like the source of the problem.

The error that appear in sm.log when user is disconected suddenly is:

  8132(  9444) 02/08/2016 13:15:08 JRTE I My client (34E7B1DE0C04F3242D57D1470EC063D6) has died, no heartbeat
  8132( 12652) 02/08/2016 13:15:08 JRTE I Termination signal: 0
  8132( 12652) 02/08/2016 13:15:08  RTE I -Memory : S(8108006) O(2570828) MAX(11921394) - MALLOC's Total(5663387)
  8132( 12652) 02/08/2016 13:15:08  RTE I Thread termination in progress
  8132( 12652) 02/08/2016 13:15:08  RTE I Thread termination cleanup complete
  8132( 10324) 02/08/2016 13:15:09 JRTE I Logoff Request: ngarcia 10.49.141.136 0

  8132( 10324) 02/08/2016 13:15:09 JRTE I Logging off from the system: ngarcia

The arquitecture use two servers with a horizontal escalation. One server is used for loadbalancer in port 13080, the second server have seven servlets configuration (13081,13082.,13083,13084,13085,13086,13087,13088). Sometimes, There is of one servlet fall and we have turn up the servlet with the cmd prompt. It does not match the fall of the servlet with the users disconnection (I configured one user that log in for the 13085 port, when the user disconected suddenly of the HP Service Manager, the servlet 13085 appear in the system status. Today for example, the servlets don't fall but users have disconnections).

The disconnections appears in any time and in any module or action that the users are doing (Save, Update, Escalate, Search...).

Thanks for all the answer that you give me.

Best regards.

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Absent Member.. Robert_BP Absent Member..
Absent Member..

Re: HP Service Manager disconnect the users logg in the application

These is the message that appear at the users disconected suddenly:

The server is not abailable....

You can not access to the server of Hp Service Manager. The network connection can be inactive or your session it has finished. ¿Do you want try to reconnect to the server? Select yes for try, no for disconnect.

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Micro Focus Expert
Micro Focus Expert

Re: HP Service Manager disconnect the users logg in the application

 

If you have a text editor like UltraEdit you can gret on the PID(TID) for the the JSESSIONID you pasted and isolate that entire session. THen scan that grepped log on 8132(  9444) to see what information is recorded before the heartbeat message. I am curious to know if the log shows a stop command being sent from the client. 

Absent Member.. Robert_BP Absent Member..
Absent Member..

Re: HP Service Manager disconnect the users logg in the application

Hello Brett and thanks for the reply:

UltraEdit show me:

4072( 5432)

4072( 5432) 02/09/2016 13:57:20 JRTE I My client (364363C69B4A9F61DE4D567ABA79482F) has died, no heartbeat
4072( 5432) 02/09/2016 13:57:20 JRTE E sendXML() failed. Data Size is 375 bytes. null
4072( 5432) 02/09/2016 13:57:20 RTE E Caught SCFramework::SCException: Exception (class org.apache.catalina.connector.ClientAbortException)occurred: sendXML(Ljava/nio/ByteBuffer;I)V in class: TopazThread
4072( 5432) 02/09/2016 13:57:20 JRTE E sendXML() failed. Data Size is 197 bytes. removeAttribute: Session already invalidated
4072( 5432) 02/09/2016 13:57:20 JRTE E Caught exception in TopazThread
java.lang.IllegalStateException: removeAttribute: Session already invalidated
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1183)
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1158)
at org.apache.catalina.session.StandardSession.setAttribute(StandardSession.java:1241)
at org.apache.catalina.session.StandardSessionFacade.setAttribute(StandardSessionFacade.java:129)
at com.hp.ov.sm.server.utility.SoapServer.sendResponse(SoapServer.java:490)
at com.hp.ov.sm.server.utility.TopazThread.sendXML(TopazThread.java:137)
at com.hp.ov.sm.server.utility.TopazThread.run(TopazThread.java:365)
4072( 5432) 02/09/2016 13:57:20 JRTE I Termination signal: 0
4072( 5432) 02/09/2016 13:57:20 RTE I -Memory : S(4825120) O(1469308) MAX(6577340) - MALLOC's Total(561906)
4072( 5432) 02/09/2016 13:57:20 RTE I Thread termination in progress
4072( 5432) 02/09/2016 13:57:20 RTE I Thread termination cleanup complete

10988( 14004)

10988( 14004) 02/09/2016 13:55:48 JRTE I My client (2CCCD629ACC8835FC23E812C678E0AFE) has died, no heartbeat
10988( 14004) 02/09/2016 13:55:48 JRTE E sendXML() failed. Data Size is 375 bytes. null
10988( 14004) 02/09/2016 13:55:48 RTE E Caught SCFramework::SCException: Exception (class org.apache.catalina.connector.ClientAbortException)occurred: sendXML(Ljava/nio/ByteBuffer;I)V in class: TopazThread
10988( 14004) 02/09/2016 13:55:48 JRTE E sendXML() failed. Data Size is 197 bytes. removeAttribute: Session already invalidated
10988( 14004) 02/09/2016 13:55:48 JRTE E Caught exception in TopazThread
java.lang.IllegalStateException: removeAttribute: Session already invalidated
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1183)
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1158)
at org.apache.catalina.session.StandardSession.setAttribute(StandardSession.java:1241)
at org.apache.catalina.session.StandardSessionFacade.setAttribute(StandardSessionFacade.java:129)
at com.hp.ov.sm.server.utility.SoapServer.sendResponse(SoapServer.java:490)
at com.hp.ov.sm.server.utility.TopazThread.sendXML(TopazThread.java:137)
at com.hp.ov.sm.server.utility.TopazThread.run(TopazThread.java:365)
10988( 14004) 02/09/2016 13:55:48 JRTE I Termination signal: 0
10988( 14004) 02/09/2016 13:55:48 RTE I -Memory : S(5751694) O(1890660) MAX(8072978) - MALLOC's Total(7201616)
10988( 14004) 02/09/2016 13:55:48 RTE I Thread termination in progress
10988( 14004) 02/09/2016 13:55:48 RTE I Thread termination cleanup complete


4072( 11364)

4072( 11364) 02/09/2016 21:07:00 JRTE I My client (B61A0E4CE0A7A278DDD49348BC19E6AF) has died, no heartbeat
4072( 11364) 02/10/2016 08:05:21 RTE W WARNING: lock [10]Counter Services held for 313 milliseconds by routine \P4\Sm\7.10\7.11p15\server\rte\src\counter.cpp line 979


12020( 15172)

12020( 15172) 02/10/2016 09:24:17 JRTE I My client (C625D710618B3C707DDFF4C6C68E6EE0) has died, no heartbeat
12020( 15172) 02/10/2016 09:24:17 JRTE E sendXML() failed. Data Size is 13437 bytes. null
12020( 15172) 02/10/2016 09:24:17 RTE E Caught SCFramework::SCException: Exception (class org.apache.catalina.connector.ClientAbortException)occurred: sendXML(Ljava/nio/ByteBuffer;I)V in class: TopazThread
12020( 15172) 02/10/2016 09:24:17 JRTE E sendXML() failed. Data Size is 197 bytes. removeAttribute: Session already invalidated
12020( 15172) 02/10/2016 09:24:17 JRTE E Caught exception in TopazThread
java.lang.IllegalStateException: removeAttribute: Session already invalidated
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1183)
at org.apache.catalina.session.StandardSession.removeAttribute(StandardSession.java:1158)
at org.apache.catalina.session.StandardSession.setAttribute(StandardSession.java:1241)
at org.apache.catalina.session.StandardSessionFacade.setAttribute(StandardSessionFacade.java:129)
at com.hp.ov.sm.server.utility.SoapServer.sendResponse(SoapServer.java:490)
at com.hp.ov.sm.server.utility.TopazThread.sendXML(TopazThread.java:137)
at com.hp.ov.sm.server.utility.TopazThread.run(TopazThread.java:365)
12020( 15172) 02/10/2016 09:24:17 JRTE I Termination signal: 0
12020( 15172) 02/10/2016 09:24:17 RTE I -Memory : S(6215630) O(2123780) MAX(8430620) - MALLOC's Total(760374)
12020( 15172) 02/10/2016 09:24:17 RTE I Thread termination in progress
12020( 15172) 02/10/2016 09:24:17 RTE I Thread termination cleanup complete

 

 

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Absent Member.. Robert_BP Absent Member..
Absent Member..

Re: HP Service Manager disconnect the users logg in the application

Brett, this is the PID(TID) for users Loggoff (I attach the screenshots). Is possible that these linceses message cause this problem?

The users say me that they can use the change management module without problems all the time and that they suffers disconections in anytime in any module.

The previous Hp Service Manager technician say me that this license message in sm.log appeared some months ago and it doesn't seems the source of  the problem because the disconnections problem appeared some weeks ago.

 

 

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Absent Member.. Robert_BP Absent Member..
Absent Member..

Re: HP Service Manager disconnect the users logg in the application

This is the Cache Statistics (in the afternoon - users online: 69):

sm.exe -reportshm

02/10/16 15:42:56 pid (14940) HP Service Manager diagnostic report follows:
------ Shared Memory ------

Shared Memory Release 7.11

Current Size 640000000

Segment Allocation 11051512
Large Block Allocation 211872000

Unused Space 417076488 (65%)
Free Space 419231456 (65%)


Shared Memory Type Allocations Frees Allocated
------------------ ----------- ----------- -----------
Not named 2860 2731 5152
User blocks 833 771 126976
Messages 3567 3567 0
Resource locks 1 0 16
Database Services 1206 1170 4432
Cache overhead 1 0 12288
Application cache 4291 0 6477968
DBDICT cache 117090 110692 11758144
SQL descriptor cache 990 624 856208
Join/ERD/Type cache 1176 0 1345024
String Type cache 7194 6836 85568
IR Expert cache 426 0 200096768
---------------------- Cache Statistics ----------------------


sm.exe -reportcache

Slot use: 76%; Average Slot Depth: 1; Maximum Slot Depth: 8


sm.exe -reportsem

02/10/16 15:45:25 pid (13212) HP Service Manager diagnostic report follows:


--- Reportsem ---


[0]System Available
count(1397)

[1]Application cache Available
count(3724)

[2]Shared memory Available
count(266121)

[3]IR Expert Available
count(53811)

[4]Licensing Available
count(107)

[5]Resource manager Available
count(156)

[6]User chain Available
count(63213)

[7]Cache manager Available
count(19287523)

[8]Database Services Available
count(111)

[9]Alert Services Available
count(12934)

[10]Counter Services Available
count(55894)

 - sm.ini configuration - (Not all the configuration)


##########################
# Configuracion de cache #
##########################
cache_clean_interval:2500
cache_slots:3037

######################################
# Configuracion memoria_JAVA/servlet #
######################################
JVMOption0:-Xms256m
JVMOption1:-Xmx512m
JVMOption2:-Xrs
JVMOption3:-Xmpas:on
JVMOption4:-XX:PermSize32m
JVMOption5:-XX:MaxPermSize64m
JVMOption6:-XX:+HeapDumpOnOutOfMemoryError

######################################
# Monitorizacion de la memoria JAva #
######################################
log4jdebug:com.hp.ov.sm.common.oom.LowMemoryHandler
memorypollinterval:900

 ########################
# Gestion de bloqueos #
########################
heartbeatinterval:15
sessiontimeout:10

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Micro Focus Expert
Micro Focus Expert

Re: HP Service Manager disconnect the users logg in the application

Assuming your web tier is deployed on Tomcat I would look at the sm.log in the bin directory for errors around the times of the disconnects.

The "My client has died no heartbeat" means the web tier is no longer sending periodic heart beats to the server.

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Absent Member.. Robert_BP Absent Member..
Absent Member..

Re: HP Service Manager disconnect the users logg in the application

Hello swhirschfelda and thanks for reply,

The users only use windows client for conect to Hp Service Manager, we don't use web tier. 

 

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Micro Focus Expert
Micro Focus Expert

Re: HP Service Manager disconnect the users logg in the application

Note a user who experiences this problem and get their user name. Access the sm.log file and find the user when they logged in. Then grep their PID(TID) so we can see the user login then - eventually - get abormally terminated. The message 'my hearbeat has died' is telling you it is no longer connected. Whatever the actual disconnect was occured before that message. 

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