CA Service Management

  • 1.  Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 03:17 AM

    Hi Team,

     

    We have upgraded CA Service Desk 12.6 to 14.1.02 in production. It was running smoothly for some days. Now there is a problem. Everyday, the tomcat crashes twice in a day. Web pages stop opening at that time. When we check the logs, there are no errors. All the daemons of service desk are also in running/completed state. At that time, we need to restart the tomcat to make the service desk functioning again.

     

    Kindly provide a solution for this.

     

    It is being a major roadblock.

     

    Regards,

    Balram Singh Deswal



  • 2.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 05:01 AM

    HI,

    Can you let us know a little more here??

    There is several tomcat instance available in 14.x

    Are you also using IIS in combination with tomcat?

    any errors outside of std log like jsrv, tomcat logs? event viewer server load? etc.

     

    We are willing to help but need a minimum of info

    Here is some info at starting point on fine tuning tomcat too Fine Tuning Tomcat for better performance

     

    This also look any way a case for support

    /J



  • 3.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 05:27 AM

    Hi Jmayer,

     

    Thanks for this useful link.

    IIS is not in use with tomcat.

    Tomcat version was upgraded to 7.0.59 and configured with SSL.

    The setup was running fine. But client was reporting for some errors in log file. For that, CA Support provided some patches. After applying those patches, this issue started coming. So the patches were back out later except two patches i.e T6D3001 and T51R186 (for running reports on report tab of secondary server after applying cumulative patch 14.1.02). But still the issue is there. Although reports are now running on reports tab of secondary server of CA SDM 14.1.02.

     

    There are no errors in any log files. Even tomcat is also in running state. It just need to get restarted to make servicedesk functioning.

     

    Regards,

    Balram Singh Deswal



  • 4.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 05:30 AM

    This happens in my environment also and we are using R14.1

     

    We have raised the ticket with CA however we dont know when this happens it was hard to trace but we are left with no solution.

     

    The only thing which am doing is to restart the tomcat services every day during off business hours. Which is not a good practise but am not left with any choice.

     

    /sharath



  • 5.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 07:19 AM

    will be interesting to follow up if this generated by cp2 as we have no problem on 14.1.01

    did you tried to rollback the 2 last patch to see if you come to normal.

    In such situation I always try to roll back one by one and check situation between each in order to identify the failing one and concentrate your effort..

    /J



  • 6.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 03:02 PM

    Okay. I will check after patch backout. But then my reports won't run on Reports tab of secondary server.

     

    Regards,

    Balram



  • 7.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 07:24 AM

    You may also want to increase the log level of tomcat by modifying the log4j.properties file to get more info around what is happening prior the crash

     

    /J



  • 8.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Broadcom Employee
    Posted Mar 24, 2016 01:57 PM

    Balram,

     

    If you don't currently have a Support case opened, I'd recommend doing so. I'm also interested in what the behavior is that you're seeing. You mentioned Tomcat is "crashing", but then stated that all the daemons are running (I assume you checked with pdm_status). If the javaw.exe itself is actually dying, perhaps it may be possible to get crash dumps. If the process just is non-responsive, that would require a different approach.



  • 9.  Re: Tomcat Crashing for CA Service Desk 14.1.02

    Posted Mar 24, 2016 03:09 PM

    Hi Alexander,

     

    Thanks for your response!

    Support case is already opened and they are troubleshooting this issue as well. The reason why I mentioned tomcat is crashing because the time at which issue comes, all web pages stop loading giving the error on browser that "Site could not be connected". After restarting tomcat, it starts functioning again.

     

    Regards,

    Balram