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Web client stops responding after you click fill on form HP SM 9.41

Hi all,
Help me please!
The user has a problem, after pressing the «fill» button on the form, it shows a white screen instead of a list. The user is working in the far region using satellite communications. Ping to application server 1000mc.
But sometimes the list is displayed instead of the white screen.

Please advise me the best solution to the problem or the need to increase the capacity of the communication channel?

ServiceManager server OS version: WIn 2008 R2 Standard 64 bit
ServiceManager server version (RTE/Application) : 9.41.2003 P2
ServiceManager database (P4/RDBMS): SQL Server 2008 R2
ServiceManager client OS version: Win7 64 bit
ServiceManager client version: IE 11.0.31
ServiceManager WEB Server: TomCat 8.0
ServiceManager WEB Server Java version: 1.8.0_45
ServiceManager Client Java version: 1.7.0_51

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Knowledge Partner
Knowledge Partner

Re: Web client stops responding after you click fill on form HP SM 9.41

Hello, 

If the problem only happens with this user and in all forms, the solution can be what you suggest. In this case, It's better to get advice from your network team. 

If you are not sure and think that the problem can be on the SM side, you can enable a trace for this user and try to figure out what is happen. 

Let me know how it ends. Wish you luck!

Regards

Regards,
Breno Abreu

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Re: Web client stops responding after you click fill on form HP SM 9.41

Hello,

Unfortunately the problem for all users who are working through the satellite channel.

I am try find the manual which describes the requirements for the communication channel, but can't find that document.

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Knowledge Partner
Knowledge Partner

Re: Web client stops responding after you click fill on form HP SM 9.41

I never face this issue, but even through a slow connection, the system should work, slowly but working

If it's not working you should talk with your application and network team.

Regards,
Breno Abreu

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Re: Web client stops responding after you click fill on form HP SM 9.41

Can you try isolcating the issue?
- Does this problem exists for all FILL Buttons on the same Form?
- Does this happen on every form & every Fill button?
- How does FIND/Dropdown button respond?

If it is specific to one single field(Fill), then you can create a new SQL Table for that field.
We did face some issues with Assignee field on most of the forms, creating a new A2/M2 table from dbdict has solved it.

Hope that helps
Sanzz

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Absent Member.

Re: Web client stops responding after you click fill on form HP SM 9.41

Hellow Sanzz,

- Does this problem exists for all FILL Buttons on the same Form?

- Does this happen on every form & every Fill button?

 Yes, issue observed on all forms and fields

But issue observed not all the time. When the load on the network is lost, all work fine.

We come up workaround - instead FILL button we use dropdown field. But it not help, when dropdown list have >100 record 😞

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Outstanding Contributor..

Re: Web client stops responding after you click fill on form HP SM 9.41

In theory, if there is some way you could identify these users, you may be able to rework your link records to simplify the queries which are being run when Fill is clicked. That should decrease the query time and increase the return time to the client device.

I would do some analysis and determine the fields for which your satellite users regularly use Fill. If there's any way you can pre-populate those fields conditionally for those users, that would help. I mentioned the link records above - as an example, if a satellite user usually clicks Fill to find the CIs which are part of the "Siberia" location, you could further restrict the link query to "and only those device records which are in Siberia" or if he usually clicks Fill to find the Contacts which are in the "Fiji" location, you could also further restrict the query to "and only those contacts records which are in Fiji".

To accomplish the above example, something like this should work: establish a user-defined globallist named $G.satUsers which contains {"satUser1","satUser2","satUser3","etc"} and then in the probsummary link on the affected.item line expressions, add this to the end: if ($lo.user.name isin $G.satUsers) then ($query+=" and location=\"Siberia\""). (Adjust field names in red as needed.)

Just some ideas.

[ Also, as an additional note: You might not want to use comboboxes/dropdowns which have that many entries - too much of a strain on your non-satellite users and (depending on how you're populating them) too heavy a memory load for SM. ]

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Re: Web client stops responding after you click fill on form HP SM 9.41

Hellow 

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Absent Member.
Absent Member.

Re: Web client stops responding after you click fill on form HP SM 9.41

I turn on extended logs on SM application and web.

Then i press 'fill' and look what happen in log file.

I see in log file that the list of built.

But on the screen user web client, list not shown.

SM APP log list record:

2176( 2904) 08/15/2016 09:45:31 RTE D Next message truncated - exceeded max size of 8000
2176( 2904) 08/15/2016 09:45:31 RTE D setResponseXml() entered: size = 12495, response = <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Body><getListResponse attachmentCompressed="false" supportSelectAll="1" xmlns="http://servicecenter.peregrine.com/PWS"><model count="25" more="1" name="device" query="type=&quot;itsys&quot; and istatus~=&quot;80&quot;" record="0" start="0"><keys><logical.name sctype="string">CI100618</logical.name></keys><instance recordid="CI100618" uniquequery="logical.name=&quot;CI100618&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">» Ѕ јбсолютЅанк</title></instance><instance recordid="CI100619" uniquequery="logical.name=&quot;CI100619&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">—Ёƒ ћƒћ Ѕанк</title></instance><instance recordid="CI100620" uniquequery="logical.name=&quot;CI100620&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">» Ѕ ярЅанк</title></instance><instance recordid="CI100621" uniquequery="logical.name=&quot;CI100621&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Ёƒќ »нфинитум</title></instance><instance recordid="CI100622" uniquequery="logical.name=&quot;CI100622&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Ёƒќ ѕ–—ƒ</title></instance><instance recordid="CI100623" uniquequery="logical.name=&quot;CI100623&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">» Ѕ ј »ЅјЌ </title></instance><instance recordid="CI100710" uniquequery="logical.name=&quot;CI100710&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">RCS</title></instance><instance recordid="CI115400" uniquequery="logical.name=&quot;CI115400&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">UCCX</title></instance><instance recordid="CI115401" uniquequery="logical.name=&quot;CI115401&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">ZOOM CallREC</title></instance><instance recordid="CI115589" uniquequery="logical.name=&quot;CI115589&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Mirra</title></instance><instance recordid="CI116323" uniquequery="logical.name=&quot;CI116323&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">iDЅанк</title></instance><instance recordid="CI116398" uniquequery="logical.name=&quot;CI116398&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">MEGA</title></instance><instance recordid="CI116679" uniquequery="logical.name=&quot;CI116679&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">IBM WebSphere MQ</title></instance><instance recordid="CI116684" uniquequery="logical.name=&quot;CI116684&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">÷‘“-Ѕанк  лиент</title></instance><instance recordid="CI116703" uniquequery="logical.name=&quot;CI116703&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">D-UAR</title></instance><instance recordid="CI116704" uniquequery="logical.name=&quot;CI116704&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Bondbook</title></instance><instance recordid="CI116705" uniquequery="logical.name=&quot;CI116705&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">HP ALM Performance Center</title></instance><instance recordid="CI116748" uniquequery="logical.name=&quot;CI116748&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">EMIS</title></instance><instance recordid="CI116749" uniquequery="logical.name=&quot;CI116749&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">FORCES Online</title></instance><instance recordid="CI116871" uniquequery="logical.name=&quot;CI116871&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Good for Enterprise</title></instance><instance recordid="CI125255" uniquequery="logical.name=&quot;CI125255&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">QUIK</title></instance><instance recordid="CI125256" uniquequery="logical.name=&quot;CI125256&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">midQORT</title></instance><instance recordid="CI130649" uniquequery="logical.name=&quot;CI130649&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">AMY</title></instance><instance recordid="CI130663" uniquequery="logical.name=&quot;CI130663&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">ћобильный банк Ђ–ќ—ЅјЌ  ќнлайнї</title></instance><instance recordid="CI130678" uniquequery="logical.name=&quot;CI130678&quot;"><type type="string">itsys</type><field.property sctype="structure"/><title type="string">Return</title></instance><var><G.devnames sctype="array"><G.devnames sctype="string">јЅ—</G.devnames><G.devnames sctype="string">Ѕаза ƒанных Lotus</G.devnames><G.devnames sctype="string">Ѕанкомат</G.devnames><G.devnames sctype="string">Ѕиблиотека</G.devnames><G.devnames sctype="string">Ѕизнес-объект</G.devnames><G.devnames sctype="string">Ѕизнес-процесс</G.devnames><G.devnames sctype="string">Ѕизнес-функци€</G.devnames><G.devnames sctype="string">¬иртуальный</G.devnames><G.devnames sctype="string">¬ычислительна€ техника и инфраструктура</G.devnames><G.devnames sctype="string">√руппировка</G.devnames><G.devnames sctype="string">ƒисковый массив</G.devnames><G.devnames sctype="string">ƒистрибутивы</G.devnames><G.devnames sctype="string">ƒоп. ќфис / ‘ронт ќфис</G.devnames><G.devnames sctype="string">«онд мониторинга</G.devnames><G.devnames sctype="string">»Ѕѕ</G.devnames><G.devnames sctype="string">»“ система</G.devnames><G.devnames sctype="string"> аналы св€зи</G.devnames><G.devnames sctype="string"> ¬ћ</G.devnames><G.devnames sctype="string"> ластеры</G.devnames><G.devnames sctype="string"> онтракт на поддержку</G.devnames><G.devnames sctype="string"> орзина дл€ блейд-серверов</G.devnames><G.devnames sctype="string">ќборудование —’ƒ</G.devnames><G.devnames sctype="string">ќбъект данных</G.devnames><G.devnames sctype="string">ќпераци€</G.devnames><G.devnames sctype="string">ѕлощадка</G.devnames><G.devnames sctype="string">ѕотоки данных</G.devnames><G.devnames sctype="string">ѕродукт</G.devnames><G.devnames sctype="string">—егмент —ети</G.devnames><G.devnames sctype="string">—ервер</G.devnames><G.devnames sctype="string">—ервис SOA</G.devnames><G.devnames sctype="string">—етевое оборудование</G.devnames><G.devnames sctype="string">—истемный блок</G.devnames><G.devnames sctype="string">—правочники  ’ƒ</G.devnames><G.devnames sctype="string">—редства св€зи</G.devnames><G.devnames sctype="string">—тандартные за€вки</G.devnames><G.devnames sctype="string">—тойка</G.devnames><G.devnames sctype="string">—триммер</G.devnames><G.devnames sctype="string">“ерминал ¬ —</G.devnames><G.devn
2176( 2904) 08/15/2016 09:45:31 RTE D setResponseXml() finished
2176( 2904) 08/15/2016 09:45:31 RTE D requestProcessed() entered
2176( 2904) 08/15/2016 09:45:31 RTE D requestProcessed() finished
2176( 2904) 08/15/2016 09:45:31 RTE D requestProcessed() to start JS GC
2176( 2904) 08/15/2016 09:45:31 RTE D requestProcessed() finished JS GC
2176( 2904) 08/15/2016 09:45:46 RTE D Parsing request document: <?xml version="1.0" encoding="utf-8"?><SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Header/><SOAP-ENV:Body><getMessages/></SOAP-ENV:Body></SOAP-ENV:Envelope>
2176( 2904) 08/15/2016 09:45:46 RTE D Returning response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Body><getMessagesResponse attachmentCompressed="false" xmlns="http://servicecenter.peregrine.com/PWS"><model><messages/></model></getMessagesResponse></SOAP-ENV:Body></SOAP-ENV:Envelope>
2176( 2904) 08/15/2016 09:45:46 RTE D setResponseXml() entered: size = 274, response = <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Body><getMessagesResponse attachmentCompressed="false" xmlns="http://servicecenter.peregrine.com/PWS"><model><messages/></model></getMessagesResponse></SOAP-ENV:Body></SOAP-ENV:Envelope>

Web log list record:

[2016-08-15 09:45:18] DEBUG http-nio-8080-exec-9 TraceSoap - response:
<executeResponse attachmentCompressed="false">
<service>
<field>1—</field>
<field>ABBYY</field>
<field>ACI Inc</field>
<field>AIM 2000 Ltd</field>
<field>Avaya</field>
<field>Bloomberg L.P.</field>
<field>BO</field>
<field>BSS</field>
<field>DCPE</field>
<field>DHL</field>
<field>DOCUBASE SYSTEMS</field>
<field>Dow Jones &amp; Company, Inc</field>
<field>EMC Corp.</field>
<field>Experian Scorex</field>
<field>GTS</field>
<field>HARPE</field>
<field>HP</field>
<field>HR</field>
<field>IPS Sendero</field>
<field>Microsoft</field>
<field>MochaSoft Aps.</field>
<field>Neoflex</field>
<field>Nice Systems</field>
<field>Open Way Ltd</field>
<field>ORACLE</field>
<field>Positive Technologies</field>
<field>Renaissance Travel</field>
<field>RightFax</field>
<field>RTFE</field>
<field>S.Builder</field>
<field>SAS Institute Inc.</field>
<field>SG Alpha</field>
<field>SG RISQUE</field>
<field>SGCIB</field>
<field>SOPHOS</field>
<field>South River Technologies, LLC</field>
<field>Stalker Sofware</field>
<field>SWIFT</field>
<field>Sword-FircoSoft</field>
<field>Telecom Design</field>
<field>Thomson Reuters</field>
<field>TimothyТs</field>
<field>TOPS</field>
<field>TRANS</field>
<field>TRData</field>
<field>UNISOFTWARE</field>
<field>WEBSOFT</field>
<field>Wentor Software</field>
<field>WESTERN UNION</field>
<field>јгентство по страхованию вкладов</field>
<field>јладдин-—истемы</field>
<field>јльт-»нвест</field>
<field>јндрей ѕоминов</field>
<field>јссоциаци€ «ащиты »нформационных ѕрав »нвесторов</field>
<field>ЅCC</field>
<field>«јќ "Ѕ—∆¬"</field>
<field>Ѕух—офт</field>
<field>¬ентра</field>
<field>¬окорд “елеком</field>
<field>√арант</field>
<field>√ѕЅ</field>
<field>√–јЌƒ</field>
<field>ƒиасофт</field>
<field>ƒубль√»—</field>
<field>«јќ  ќ  </field>
<field>»Ќƒ≈ѕ—</field>
<field>»Ќ»—“</field>
<field>»нтеграл</field>
<field>»нтервэйл</field>
<field>»нтертраст</field>
<field>»нтерфакс</field>
<field>»нтерфакс-ј »</field>
<field>»Ќ‘»Ќ-ƒизайн</field>
<field> »“</field>
<field> луб-400</field>
<field> омита</field>
<field> онсультант</field>
<field>кооператив "ќбъединение ¬ента"</field>
<field> рипто-ѕро</field>
<field> ронос-»нформ</field>
<field>Ћанит</field>
<field>ћ√“” ÷Ѕ –‘</field>
<field>ћегасофт</field>
<field>ћежбанковский технологический центр</field>
<field>ћ»ƒ –‘</field>
<field>ћћ¬Ѕ</field>
<field>ћЌ—</field>
<field>ћќ ѕЌ»Ё»</field>
<field>Ќ–ƒ</field>
<field>Ќ“÷ Ќовейших технологий</field>
<field>Ќ‘ј</field>
<field>ќјќ јвиакомпани€ "“–јЌ—јЁ–ќ"</field>
<field>ќƒ </field>
<field>ќќќ "–усфинанс Ѕанк"</field>
<field>ќќќ ƒубль√ис</field>
<field>ѕј–“јƒ</field>
<field>ѕлатежна€ система Ђ–апидаї</field>
<field>ѕочта –оссии</field>
<field>ѕрогресс  онсалтинг</field>
<field>ѕ–ќћ“</field>
<field>ѕ‘–</field>
<field>–Ѕ  —ќ‘“</field>
<field>–ƒ“е’</field>
<field>–ќ«јЌ</field>
<field>ѕјќ –ќ—ЅјЌ </field>
<field>–“—</field>
<field>–‘ </field>
<field>—≈–≈Ќј–≈</field>
<field>— Ѕ  онтур</field>
<field>—крин ћаркет —истемз</field>
<field>—ѕ¬Ѕ</field>
<field>“акском</field>
<field>“елеком ƒизайн</field>
<field>‘аворит —истемы</field>
<field>‘√”ѕ √Ќ»¬÷ ‘Ќ— –оссии</field>
<field>‘ ÷Ѕ</field>
<field>‘ондова€ биржа –“—</field>
<field>‘—‘–</field>
<field>÷Ѕ –‘</field>
<field>÷ћƒ-софт</field>
<field>Ёпам –ешени€</field>
</service>
</executeResponse>

 

 

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Re: Web client stops responding after you click fill on form HP SM 9.41

Attached screen IE error.

Step 1. Turn on IE debug mode (f12)
Step 2. Press fill button on the form
Step 3. Get error

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