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Respected Contributor.
Respected Contributor.
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SM_9.34 IR text search not working, no records found

Hi,

We have a 9.34 version of SM and our text search functionality is not working (IR text search).

I have done the following steps to test it:

1. Login to your SM Windows client as administrator
2. Open the “scirexpert” and remove all the “ir.cm3r” records. 
3. Go to command prompt and start “sm – util” command
4. Select reg and the file “cm3r” and hit enter.
5. Once it  is completed go back to the Windows client and verify how many “ir.cm3r” records are created. 
6. Restart Service Manager Service 
7. Log back into SM windows client and open up “scirexpert”.  
8. There are a lot of “ir.cm3r” records now.
9. Search for a record with a word in the brief description. 
I have tickets with GPO word in both title and description of a CH, but the search is returning 0 records.
10. “header,brief.description” are in the IR indexes.

IR is enabled:

sm.ini
ir_disable:0
ir_asynchronous:1
ir_autostop:1
ir_max_relevant_answers:40
ir_max_shared:185703342
ir_timelimit:60

sm.cfg
sm -que:ir

Thanks

BACKEND CONFIGURATION
SM Server RTE version: 9.34.2003-P2.                               
SM Application version: 9.34.2003-P2.
Server OS version: OS version Windows Server 2008 R2 Standard SP1 Intel 2,90 GHZ with 4 CPUs. 8Gb RAM.                
Java version: 1.7.0_75 64-bit.           
Oracle database version:  11.2.0.3.15    

FRONTEND CONFIGURATION
OS version Windows Server 2008 R2 Standard SP1 Intel 2,90 GHZ with 4 CPUs. 8Gb RAM.
Tomcat 7.0.55
Apache 2.2
HP Service Manager Web-tier 9.34.2003-P2.
JRE 1.7.0_75 64-bit.

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Absent Member.. Absent Member..
Absent Member..

Re: SM_9.34 IR text search not working, no records found

Hello scuenca,

Can you please check the sm.logs for any errors and give me a feedback.

More specifically can you please check for signal 11 erorrs. Thank you.

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Super Contributor.
Super Contributor.

Re: SM_9.34 IR text search not working, no records found

Hello,

I suggest to put this parameter in the sm.ini file and to provide the sm.log generated:

ir_trace:801

LPP

Global Support Delivery Software Support Expert

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Absent Member.. Absent Member..
Absent Member..

Re: SM_9.34 IR text search not working, no records found

Since you have a lot of records in the sciexpert table can you please also check for records in irqueue table.

Maybe the regen is not completed yet. Normally the regen takes several hours.

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Respected Contributor.
Respected Contributor.

Re: SM_9.34 IR text search not working, no records found

hi,

There are no signal: 11 errors, but i have check the log and i have seen the following:

 12124( 10148) 03/17/2016 17:40:15  RTE I IR Regen has completed.
 12124( 10148) 03/17/2016 17:40:15  RTE I IR Regen has completed.
 12124( 10148) 03/17/2016 17:40:15  RTE I IR regen took: 698094
 11416(  5216) 03/17/2016 17:40:17  RTE I [Address ] Symbol(Parm1,Parm2,Parm3,Parm4) +Offset                                          Source module
 11416(  5216) 03/17/2016 17:40:17  RTE I  1: [101A482E] irFileHeaderReadInP4(0x32ED9B0,0x800AA1A8,0xA5BF6A0,0x101AD560) +0x3E            E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-578
 11416(  5216) 03/17/2016 17:40:17  RTE I  2: [101A7D1C] read_ir_cache(0x32ED9B0,0x32ED9B0,0x800AA1A8,0x1) +0x1C                          E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-1674
 11416(  5216) 03/17/2016 17:40:17  RTE I  3: [101AD560] ir_Load(0x32ED9B0,0x800AA1A8,0x800AA190,0xA5BF7D4) +0x1E0                        E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-1803
 11416(  5216) 03/17/2016 17:40:17  RTE I  4: [101AE12B] ir_lazy_open(0x800AA190,0xA5BF7D4,0xA6246E0,0xA5D4420) +0x27B                    E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-6124
 11416(  5216) 03/17/2016 17:40:17  RTE I  5: [101AE8D4] _gainControl(0x800AA190,0xA5BF7D4,0xA5BF7D8,0x0) +0x104                          E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-10362
 11416(  5216) 03/17/2016 17:40:17  RTE I  6: [101B0291] irProcessIrQueue(0x6139800,0x22794108,0x1,0x0) +0x551                            E:\HP\Service Manager\Server\RUN\SM.dll-ir.cpp-6602
 11416(  5216) 03/17/2016 17:40:17  RTE I  7: [10122DCA] symanContinue(0xA5BFB04,0x6139800,0x22794108,0x22794110) +0xDA                   E:\HP\Service Manager\Server\RUN\SM.dll-syman.cpp-525
 11416(  5216) 03/17/2016 17:40:17  RTE I  8: [1006C7E8] Java_com_hp_ov_sm_server_utility_GenericServerThread_symanContinue(0x6139930,0xA5BFBD0,0xA5BFBCC,0x57F18C4) +0x58 E:\HP\Service Manager\Server\RUN\SM.dll-genericserverthread.cpp-87
 11416(  5216) 03/17/2016 17:40:17  RTE I  9: [0350AABD] <not found>(0x0,0x1F80,0x0,0x3500372)
 11416(  5216) 03/17/2016 17:40:17  RTE I 10: [665F0732] JVM_Clone(0xA5BFC60,0xA5BFDF8,0xA,0x22793F10) +0x42CE2                           E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 11: [665F0E6A] JVM_Clone(0xA5BFDF0,0x5BFD54,0xA5BFD60,0x3509890) +0x4341A                       E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 12: [666B529E] JVM_FindSignal(0x665F0D00,0xA5BFDF0,0xA5BFD54,0xA5BFD60) +0x62E1E                E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 13: [665F1035] JVM_Clone(0xA5BFDF0,0x57F18A4,0x343D168,0x343E6E0) +0x435E5                      E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 14: [665F1097] JVM_Clone(0xA5BFDF0,0x57F18A0,0x57F18A4,0x343D168) +0x43647                      E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 15: [6659C49F] jio_printf(0x57F18A4,0x6139800,0x6139800,0x0) +0xAF                              E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 16: [666122DC] JVM_Clone(0x6139800,0x0,0x0,0x0) +0x6488C                                        E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 17: [66612D37] JVM_Clone(0x0,0x0,0x0,0x0) +0x652E7                                              E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 18: [666571E9] JVM_FindSignal(0x6139800,0xB46001DC,0x0,0x0) +0x4D69                             E:\HP\Service Manager\Server\RUN\jre\bin\client\jvm.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 19: [6EF5C6DE] endthreadex(0x0,0xA5BFF94,0x7501338A,0x57F5248) +0x3A                            E:\HP\Service Manager\Server\RUN\MSVCR100.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 20: [6EF5C788] endthreadex(0x57F5248,0xA5BFFD4,0x770C9902,0x57F5248) +0xE4                      E:\HP\Service Manager\Server\RUN\MSVCR100.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 21: [7501338A] BaseThreadInitThunk(0x57F5248,0x83EC5C6,0x0,0x0) +0x12                           C:\Windows\syswow64\kernel32.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 22: [770C9902] RtlInitializeExceptionChain(0x6EF5C724,0x57F5248,0xFFFFFFFF,0x77157514) +0x63    C:\Windows\SysWOW64\ntdll.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE I 23: [770C98D5] RtlInitializeExceptionChain(0x6EF5C724,0x57F5248,0x0,0x2091D6F4) +0x36           C:\Windows\SysWOW64\ntdll.dll-
 11416(  5216) 03/17/2016 17:40:17  RTE D Spawning new thread to generate mini dump at: sm.11416_5216_20160317174017_1.mini.dmp
 11416(  5216) 03/17/2016 17:40:17  RTE D Successfully spawned thread 11080.
 11416(  5216) 03/17/2016 17:40:20  RTE I Thread 11080 terminated with return code 0
 11416(  5216) 03/17/2016 17:40:20  RTE D Mini dump creation has completed.
 11416(  5216) 03/17/2016 17:40:20  RTE E Caught SCFramework::SCEHException: Win32 Exception: 0xC0000005 (instruction 0x101A482E while writing address 0x00000000)
 11416(  5216) 03/17/2016 17:40:20 JRTE I thread: -que:ir_thread_1 id: 5216 has terminated!

Mini dump files have been created.

Today i have done a search and some records are returned but they are not all (i have more changes with GPO word in the description).

 

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Micro Focus Expert
Micro Focus Expert

Re: SM_9.34 IR text search not working, no records found

According to the error in the log the IRQUEUE process has crashed/terminated and would no longer be processing the irqueue records.

To confirm look at system status display for an entry for IRQUEUE, if you do not see it you will need to restart it from the command line:

sm -que:ir

Steve Hirschfeld

HPE Support

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Respected Contributor.
Respected Contributor.

Re: SM_9.34 IR text search not working, no records found

Hi,

Yes, you are right. It had been stopped. I have restarted it.

Why it has been terminated? What memory parameter must i increase to avoid it?

Thanks.

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Micro Focus Expert
Micro Focus Expert

Re: SM_9.34 IR text search not working, no records found

I don't beleive the termination was caused by a low memory issue, more than likely it was related to your steps in doing the regen.  You listed this as one of the steps

2. Open the “scirexpert” and remove all the “ir.cm3r” records. 

You should not manually delete any records from the scirexpert table.  The regen process will safely remove all of the records as part of the regen.  There is a relationship between those scirexpert records and the IR expert data that is maintained in shared memory.  The integrity of the data requires that all of the processes manipulate the data while using the appropriate locks.

Steve Hirschfeld

HPE Support

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